Abstract
Abstract This study investigates the relationship between satisfaction with the quality of public transport in Almaty and passengers’ willingness of passengers to participate in collective forms of representation, including the establishment of a Passenger Union. Using data from an online survey of 250 urban transport users, an analysis showed that a decrease in the overall satisfaction is positively associated with the intention to join the Passenger Union. These findings affirm the applicability of the Exit-Voice-Loyalty model in an urban context and expand its empirical foundation. Survey participants demonstrated interest in engaging with the future Union’s activities, including financial support, contingent upon transparency, accessible information, and a well-defined governance structure. The study offers evidence-based recommendations for municipal transport authorities, highlighting the importance of institutionalized feedback mechanisms between passengers, operators, and policymakers. It is anticipated that future research employs longitudinal designs and qualitative interviews to gain deeper insights into the factors influencing passenger participation.