Adopting Mobility-as-a-Service: An empirical analysis of end-users' experiences
Artikel i vetenskaplig tidskrift, 2022

Despite widespread interest, empirical research on how end-users perceive and use Mobility-as-a-Service (MaaS) is scarce. To address this knowledge gap, this paper analyzes the end-user process of adopting a MaaS service entitled EC2B, which was launched in Gothenburg (Sweden) in the spring of 2019. The contribution to the MaaS literature is three-fold. Firstly, the paper provides insight into potential user segments by describing the characteristics and motives of the studied pool of adopters. Secondly, it improves the understanding of the potential effects of MaaS by outlining how the EC2B service was used and how it influenced travel behavior. Thirdly, the paper informs strategies for facilitating MaaS adoption by outlining what types of drivers and barriers the end-users faced during different stages of the adoption process. The reported findings underscore previous assertions that MaaS is much more than just an app and a subscription plan and highlight the mutually reinforcing relationship between the introduction of MaaS and the implementation of policies aimed at reducing car use.


Diffusion of innovation


User perspective



Göran Smith

Nationellt kunskapscentrum för kollektivtrafik

Västra Götalandsregionen

The University of Sydney

RISE Research Institutes of Sweden

Chalmers, Industri- och materialvetenskap, Design and Human Factors

Jana Sochor

Chalmers, Industri- och materialvetenskap, Design & Human Factors

Marianne Karlsson

Chalmers, Industri- och materialvetenskap, Design & Human Factors

Travel Behaviour and Society

2214-367X (ISSN)

Vol. 28 237-248

SEAMLESS: Systematisk Utvärdering av Kombinerad Mobilitet - Färden mot hållbara lösningar

Energimyndigheten (49728-1), 2020-02-15 -- 2023-12-31.


Hållbar utveckling




Transportteknik och logistik

Tillämpad psykologi

Övrig annan samhällsvetenskap



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