How to Capture the Passengers’ Point of View on a Transit Service through Rating and Choice Options

Abstract

In this paper, a methodology for capturing the transit passenger’s point of view by using both rating and choice options is proposed. For this purpose, some discrete choice logit models are introduced; the models allow the probability of choice of some alternative transit services to be calculated, and the importance of each service aspect to be determined. The models are calibrated by using data collected by a survey in which a stated preferences experiment was proposed to a sample of passengers, and some judgements were expressed by them about their transit services, in terms of perceptions and expectations. The introduced methodology provides a relevant contribution from a practical viewpoint because it allows the identification of the most important aspects on overall service quality; it is useful to the transit operators for measuring service quality and for investing on the various service aspects in order to effectively improve transit services.     

Passengers’ Perceived Service Quality of City Buses in Taipei: Scale Development and Measurement

Abstract

To understand fully passengers’ perceptions and expectations of the bus service quality in Taipei, business managers and governmental agencies must seek a proper scale that can reflect passengers’ opinions accurately. This study develops and tests a service quality scale designed for a city bus transit system in Taipei. Churchill’s paradigm and a focus group interview were combined into a multistage scale development procedure. Based on the procedure, Taipei city buses were selected as the example, for which a service quality scale was developed. The final scale contains four dimensions and 20 items. These four dimensions are ‘interaction with passengers’, ‘tangible service equipment’, ‘convenience of service’ and ‘operating management support’. Finally, the results of scale development and the managerial applications of the service quality scale for the city transit system are discussed.     

Estimating the long-term effects of different passenger car technologies on energy/fuel consumption and emissions of greenhouse gases in Europe

Abstract

A stated preference (SP) experiment of car ownership was conducted in Mumbai Metropolitan Region (MMR) of Maharashtra in India. A full factorial experiment was designed to considering various attributes such as travel time, travel cost, projected household income, car loan payment and servicing cost. Data on 357 individuals were collected which resulted in 3213 observations for the calibration of the work trip and recreational trip car ownership models. The car ownership alternatives considered 0, 1 and 2 cars. A multinomial logit framework was used to develop the car ownership model taking the household as a decision unit. The specification and results of the SP car ownership model are discussed. The observed and predicted values matched reasonably when the validity of the SP car ownership model was tested against revealed preference (RP) data. The car ownership models developed in this study exhibit a satisfactory goodness of fit. It is concluded that the SP modelling approach can be successfully used for modelling car ownership decisions of households in developing countries.     

Train delay and perceived-wait time: passengers' perspective

Abstract

Waiting time influences the overall perception of service quality. The passenger-perceived waiting time can determine their waiting experience. The concept of waiting time refers to the comparison between the passengers' inherent tolerance of waiting and the possible improvement scenarios. This study investigates the passengers' tolerance of waiting under various scenarios of train delays in order to improve their perceived waiting time. We propose the adoption of a modern psychometric method utilizing the Rasch model to measure a subjective latent construct known as ‘wait tolerance'. The Rasch measurement provides mathematical procedures for transforming scores from an ordinal to an interval scale to observe which scenarios can reduce certain passengers' perceived waiting time in the case of a delay. Empirical results show that ‘uncontrollable circumstances', ‘friendly staff attitudes', and ‘providing appropriate messages of apology' can improve the passenger-perceived waiting time during train delays. Likewise, distinct differences are found in the passengers' tolerance of waiting in terms of various personal characteristics, such as gender, age, and train riding frequency. The findings propose the implementation of strategies for improvement by rail system operators, as well as for regulators to define a reasonable service level in the case of train delays. The reviews show possible future innovative research orientations as well.     

Willingness to Pay for Airline Service Quality

Abstract

This paper looks at estimated valuations of some service‐quality attributes in an airline choice context using stated preferences methods. The analysis is based on information obtained in the most important route connecting the Canary Islands with the Iberian Peninsula: Gran Canaria–Madrid, and tries to contribute to the body of knowledge in this area, given the relatively few studies of the monetary valuations of air travel regarding level‐of‐service attributes. A feature of this analysis is the examination of variations in values according to different characteristics of the service, such as price, penalties for changes in the ticket, legroom, food, etc.; the currently experienced level of the attribute, and various socio‐economic factors that affect the characteristics of the trip and passengers. In addition, the important issue of added value regarding different attributes is addressed, obtaining the willingness‐to‐pay for different improvements of service quality. A further analysis is made about how taste heterogeneity (market segments) affects these values. Results from the stated preference experiment and the market value of some comparable service are also compared. Finally, the paper brings together evidence from other studies and compares them with the findings obtained herein.     

Redistributive effects of subsidies to urban public transport in Spain

This paper analyses the redistributive effects generated by the subsidization of urban public transport services. We estimate a two-stage model that takes into account both car ownership decisions and expenditure in urban public transport. In this way, we are able to measure the long run effects of income changes. Under the assumption that the user is the final beneficiary of the subsidies, and computing the share of the fare that is subsidized, we measure the progressiveness of the subsidies for different income groups and city sizes. Urban public transport subsidies are shown to be progressive. In larger urban areas this effect is considerably more important than in small ones.     

Reduced dwell times resulting from train–platform improvements: the costs and benefits of improving passenger accessibility to metro trains

Abstract

This paper examines whether a dwell time reduction on a high-intensity metro service, as a result of a series of accessibility enhancements, can contribute to an increased level of service and accessible public transport for passengers together with a reduction in costs for the operator. Actual train operation data were collected by on-site observations and from London Underground Ltd. A simple simulation is built to represent the effect on the overall cycle times of trains if certain parameters (e.g. dwell time) are changed. Four models are developed, concerning: (1) step height between train and platform, (2) an assumption of passenger service time to be no longer than 20 s, (3) door width and (4) the combination of step height and door width. From the application of the models it appears that the fourth model provides the highest reduction in dwell time and diminishes the overall cycle times of trains. However, it is the most expensive to implement as it requires work to raise platforms and the purchase of new rolling stock.     

Accounting for scale heterogeneity within and between pooled data sources

There is growing interest in incorporating both preference heterogeneity and scale heterogeneity in choice models, as a way of capturing an increasing number of sources of utility amongst a set of alternatives. The extension of mixed logit to incorporate scale heterogeneity in a generalised mixed logit (GMXL) model provides a way to accommodate these sources of influence, observed and unobserved. The small but growing number of applications of the GMXL model have parameterized scale heterogeneity as a single estimate; however it is often the case that analysts pool data from more than one source, be it revealed preference (RP) and stated preference (SP) sources, or multiple SP sources, inducing the potential for differences in the scale factor between the data sources. Existing practice has developed ways of accommodating scale differences between data sources by adopting a scale homogeneity assumption within each data source (e.g., the nested logit trick) that varies between data sources. This paper extends the state of the art by incorporating data-source specific scale differences in scale heterogeneity setting across pooled RP and SP data set. An example of choice amongst RP and SP transport modes (including two ‘new’ SP modes) is used to obtain values of travel time savings that vary significantly between a model that accounts for scale heterogeneity differences within pooled RP and SP data, and the other where differences in scale heterogeneity is also accommodated between RP and SP data.     

A model and solution algorithm for dynamic deterministic user equilibrium assignment

Abstract

In this paper a route-based dynamic deterministic user equilibrium assignment model is presented. Some features of the linear travel time model are first investigated and then a divided linear travel time model is proposed for the estimation of link travel time: it addresses the limitations of the linear travel time model. For the application of the proposed model to general transportation networks, this paper provides thorough investigations on the computational issues in dynamic traffic assignment with many-to-many OD pairs and presents an efficient solution procedure. The numerical calculations demonstrate that the proposed model and solution algorithm produce satisfactory solutions for a network of substantial size with many-to-many OD pairs. Comparisons of assignment results are also made to show the impacts of incorporation of different link travel time models on the assignment results.     

Using AHP to measure the perception gap between current and potential users of bus services

Abstract

This study develops a multicriteria evaluation of user perception towards bus transit services and measures the gap in the perceptions held by current and potential users. A review of the transport quality literature indicates that both preference and satisfaction measures have been implemented to provide a comprehensive perception-based evaluation of bus quality. Although attempts have been made to evaluate user perception through a separate analysis of each (preference and/or satisfaction), the application of multicriteria quality measures are limited. A multicriteria quality measure not only offers more than just information on the daily experience of users but also knowledge of the internal process of quality evaluation (drivers/barriers). The multicriteria measure utilises the data of 512 questionnaires, whereby user perceptions were expressed through judgments of importance and satisfaction based on a set of 29 quality indicators classified into six attributes. Firstly, the study develops analytical hierarchy process (AHP) models to measure user preference. Secondly, a weighted perception index (WPI) of both preference and satisfaction is developed through a multicriteria model. Finally, multivariate analysis of variance (MANOVA) is conducted to identify the level of variation in the perception of both current and potential users towards bus service quality. The results show that although both current and potential users place a higher importance towards the same indicators, they do not share the same pattern of preferences (values and/or order). In addition, the study found that the interaction between preferences and satisfaction generated new patterns of subjective evaluation, and that these patterns vary significantly by user category.     

Bus Transit Service Reliability and Improvement Strategies: Integrating the Perspectives of Passengers and Transit Agencies in North America

Abstract

Transit agencies are consistently trying to improve service reliability and attract new passengers by employing various strategies. Previous literature reviews have focused on either passengers' or transit agencies' perspectives on service reliability. However, none of the earlier reviews have simultaneously addressed these differing perspectives on service reliability in an integrated manner. In response to this gap in the literature, this paper first reviews previous work on passengers' perspectives of transit service reliability and their response to service adjustments made by different agencies. Second, it analyzes transit agencies' plans and reports regarding their reliability goals and used strategies in order to improve service reliability, while looking at the impacts of these strategies on service. Reviewing these two parts together provides a needed contribution to the literature from a practical viewpoint since it allows for the identification of gaps in the public transit planning and operations field in the area of reliability and provides transit planners and decision makers with effective and valuable policy-relevant information.     

Impact of telecommuting and intelligent transportation systems on residential location choice

The impacts of telecommuting and intelligent transportation systems (ITS) on urban development patterns were investigated in terms of households' residential location choice decisions. A discrete choice modelling approach framework was used. A stated preference (SP) logit analysis was carried out to estimate the parameters of the utility function. An attitude survey of employees of selected public and private sector organizations in the Ottawa-Carleton Region (Canada) yielded the required data for model estimation. In addition to obtaining background information, the survey elicited SP responses by presenting a number of hypothetical residential choice scenarios defined according to the principles of SP experimental design. Results show that telecommuting and ITS measures are highly significant factors in the residential choice model. This leads to the conclusion that these reinforce dispersed residential patterns and encourage moves towards outlying sites. Implications of this conclusion for urban land development planning are noted.     

Paratransit Service in Indonesia: User Satisfaction and Future Choice

Abstract

This paper explores user satisfaction with making use of paratransit in Bandung, Indonesia. User perceptions of attributes are analyzed using factor analysis to find representing attribute types and factors of service quality. Ordinal probit analysis is employed to explore the characteristics of users regarding their perception of satisfaction with the paratransit service. Binary logistic analysis is undertaken to predict users’ choice probability in making use of paratransit in the future when there is a service improvement. The study reveals that what may be of importance in developed countries carries a different weight of importance for paratransit users. This fact can be explained by describing the characteristics of users that expressed their satisfaction, which also explains the target market for this mode. The analysis reveals the notion that financial motives seem to dominate when users select to use paratransit.     

Performance assessment of transport services with the ERM-NDEA model: evidence from a domestic airline in Taiwan

Abstract

This paper estimates comprehensive operational performance measures for transport services. A network efficiency approach is used to analyze the production efficiency, service efficiency, and operational efficiency in a unified framework to reflect the transportation service characteristics of airline operations. We show how a modified version of the network data envelopment analysis model can be utilized for evaluating the performance of air route operations. This study considers 15 air routes operated by a domestic airline in Taiwan to highlight the value of the approach. The results of the analysis show the inputs and consumed outputs leading to production inefficiency and service inefficiency respectively as well as the magnitudes of excesses and shortfalls.     

Assessing asymmetric response effect of behavioral intention to service quality in an integrated psychological decision-making process model of intercity bus passengers: a case of Taiwan

This study introduces the concept of loss aversion to consumer behavioral intention at the personal psychological level to develop an integrative structural equation model for analyzing traveler psychological decision making. In this model, the relationship between behavioral intention and service quality is a non-smooth function based on the theory of loss aversion. The expectation service quality in the SERVQUAL model proposed by Parasuraman, Zeithaml, and Berry (PZB) serves as a reference point. This model can be applied to analyze the effect of non-smooth response of behavioral intention to service quality in a traveler psychological decision-making process model. Intercity travel among cities in Taiwan is used as an empirical example. Data were gathered in cities in Taiwan via a questionnaire survey, and the model was tested using path analysis performed by LISREL. The empirical result shows that all causal relationships are statistically significant. Service quality loss influences repurchase intention more than does Service quality gain. Finally, this study concludes by discussing managerial implications and suggesting directions for future research.

A Unified Framework for Selecting a Travel Demand Forecasting Model for Developing Countries

Abstract

The ability to judge and select a model that is appropriate for a particular application is considered to be one of the most important aspects in contemporary transport planning. However, there is no suitable procedure for the systematic selection of a model that is most appropriate for meeting the needs and requirements of a particular planning task. Although there is little literature on the criteria for model assessment and selection methodologies, none can support systematic evaluation of different models versus quality of obtainable data versus efforts for data provision. Such deficiencies support the need for further guidance on a model selection procedure for developing countries where efforts for data provision are highly susceptible to higher sampling and measurement errors. This study presents a unified framework for the systematic model selection process. Evaluation of the framework for a case study of Dar es Salaam city in Tanzania evidences its benefits and applicability.     

Analysing Demand for Suburban Trips: A Mixed RP/SP Model with Latent Variables and Interaction Effects

We analyse mode choice behaviour for suburban trips in the Grand Canary island using mixed revealed preference (RP)/stated preference (SP) information. The SP choice experiment allowed for interactions among the main policy variables: travel cost, travel time and frequency, and also to test the influence of latent variables such as comfort. It also led to discuss additional requirements on the size and sign of the estimated model parameters, to assess model quality when interactions are present. The RP survey produced data on actual trip behaviour and was used to adapt the SP choice experiment. During the specification searches we detected the presence of income effect and were able to derive willingness-to-pay measures, such as the subjective value of time, which varied among individuals. We also studied the systematic heterogeneity in individual tastes through the specification of models allowing for interactions between level-of-service and socio-economic variables. We concluded examining the sensitivity of travellers’ behaviour to various policy scenarios. In particular, it seems that contrary to political opinion, in a crowded island policies penalising the use of the private car seem to have a far greater impact in terms of bus patronage than policies implying direct improvements to the public transport service.     

Modelling Complex Activity‐Travel Scheduling Decisions: Procedure for the Simultaneous Estimation of Activity Generation and Duration Functions

Abstract

Activity generation is a key factor in individual's choices of trip frequency and trip purpose. This paper describes the results of an experiment conducted to estimate functions of several temporal factors on individuals' propensity to schedule a given activity on a given day. The theory on which the experimental design is based states that the probability of scheduling an activity is a complex and continuous function of how long ago the activity was lastly performed, the duration constraints for the activity and the amount of available time in the activity schedule of the day considered. Aurora, an existing model of activity scheduling, assumes S‐shaped utility functions for the history as well as the duration functions, whereas most time‐use studies assume monotonically decreasing marginal utilities. The stated‐choice experiment involves a range of flexible activities and a large sample of individuals to measure the utility effects of a set of carefully chosen levels for the factors and tests these specific assumptions. The results suggest that the amount of discretionary time on a day has no significant impact on the scheduling decisions provided that enough time is available for the activity. The effects of other factors are as expected and show diminishing marginal utilities. We find mixed evidence for an initial phase of increasing marginal returns as assumed in an S‐shaped function.     

Assessing Service Quality,Switching Costs and Customer Loyalty in Home‐Delivery Services in Taiwan

Abstract

This study empirically investigated service quality, switching costs and customer loyalty from home‐delivery services' customers' perceptive. With regard to service quality attributes, findings indicated that customers were most satisfied with ‘range of delivery’, followed by ‘seldom loses parcels’, ‘invoice accuracy’, ‘prompt and reliable collection’ and ‘delivery by due time’. They were least satisfied with competitiveness of price. A structural equation modelling (SEM) approach was employed to analyse the impact of service quality and switching costs on customer loyalty from customers' perspective. Results revealed that service quality positively influenced switching costs and customer loyalty, and switching costs had a positive effect on customer loyalty. Investigation of the moderating effect of switching costs on the relationship between service quality and customer loyalty indicated that it was significantly important. Theoretical and practical implications of the findings for firms providing home‐delivery services are discussed.     

Role of the Travel Factor Convenience in Rail Travel and a Framework for its Assessment

Abstract

This paper reviews the travel factor convenience with particular regard to rail travel. Past research has shown that convenience is a concept readily associated with the private car and its perceived ability to provide a door‐to‐door journey. Private vehicles such as cars are often key competitors to public transport. However, convenience with regard to public transport has proved to be somewhat of an ambiguous concept, often showing a high degree of overlap with the other main recognized travel factors. This paper shows that it is possible to consider convenience in rail travel as an embodiment of four themes: access/egress, station facilities/environment, frequency of service/scheduling and interchange between train services. A list of physically measurable elements can be produced relating to these four themes in order to assess the convenience of any particular station. A categorization process is proposed based upon the initial findings of a questionnaire designed to obtain a user perspective upon convenience. It is concluded that no definitive measure of convenience can be produced for rail travel, although a proxy measure, based upon categorization, containing some or all of the defined elements should be possible.