Pet Co-riding in Urban Public Transport: Service Perception Mechanisms and Design Implications

As the global trend of “human-pet cohabitation” intensifies, public transportation systems face new challenges in spatial adaptation and institutional coordination. This study explores the mechanisms of user acceptance for pet co-riding in high-density urban transit, focusing on the psychological pathways linking service perception, satisfaction, and behavioral intention. Using the SERVQUAL model, a structured survey was conducted in Seoul with 578 valid responses. Structural equation modeling (SEM) revealed that reliability and empathy most strongly influence satisfaction, which in turn mediates the relationship between service perception and behavioral intention. Notably, pet owners and non-pet owners exhibit distinct perceptual structures: the former value institutional clarity, while the latter prioritize emotional inclusiveness. The strength of the satisfaction–intention link also varies between groups. Theoretically, this study extends SERVQUAL to multi-user coexistence contexts; practically, it offers a framework for designing inclusive and sustainable public transit systems.