High speed rail passenger segmentation and ticketing channel preference

A multi-channel strategy for the purposes of marketing and ticketing has been widely employed in various fields, including the transportation industry, yet few transportation studies have investigated ticket channel-related issues. This study thus adopts Taiwan High Speed Rail (THSR) as a case study to identify passengers’ perceptions regarding key factors that affect the channel preference through which they receive their services, particularly across a four-stage ticket purchasing process, including information enquiry, booking, payment, and ticket pick-up. To investigate these key factors, we base the framework of our research model upon customers’ perceived value perspective, adopting a multinomial logit model to examine the influence of channel attributes on HSR passengers’ preferences. The relationship among the decisions made by these passengers at each ticket purchasing stage is also examined. The findings of our study demonstrate that perceived risk, perceived benefit, and perceived ease of use are critical factors influencing passengers’ channel preference throughout the ticket-purchasing process. Perceptual differences are proven to exist due to various demographic factors and trip characteristics. The conclusions of this study have implications for THSR management to design appropriate ticketing channel services for certain types of passengers and can also be generally applied to multiple distribution channels in conventional railway system and intercity bus services.     

Exploring passenger anxiety associated with train travel

Although people are often encouraged to use public transportation, the riding experience is not always comfortable. This study uses service items to measure passenger anxieties by applying a conceptual model based on the railway passenger service chain perspective. Passenger anxieties associated with train travel are measured using a modern psychometric method, the Rasch model. This study surveys 412 train passengers. Analytical results indicate that the following service items cause passenger anxiety during trains travel: crowding, delays, accessibility to a railway station, searching for the right train on a platform, and transferring trains. Empirical results obtained using the Rasch approach can be used to derive an effective strategy to reduce train passenger anxiety. This empirical study also demonstrates that anxiety differs based on passenger sex, age, riding frequency, and trip type. This information will also prove useful for transportation planners and policy-makers when considering the special travel needs of certain groups to create a user-friendly railway travel environment that promotes public use.     

Managing passenger behavioral intention: an integrated framework for service quality,satisfaction, perceived value,and switching barriers

This paper seeks to improve our understanding of passengers’ behavioral intention by proposing an integrated framework from the attitudinal perspective. According to the literature in marketing research, we establish a causal relationship model that considers “service quality-satisfaction-behavioral intentions” paradigm, perceived value theory, and switching barrier theory. Exploring passengers’ behavioral intention from satisfaction and perceived value help to understand how passengers are attracted by the company, while switching barriers assist in realizing how passengers are “locked” into a relationship with the current company. Furthermore, in order to capture the nature of service quality, we adopt a hierarchical factor structure which serves service quality as the higher-order factor. In this study, coach industry is selected as our research subject. The empirical results, as hypothesized, show that all causal relationships are statistically significant, and perceived value us the most important predictor of satisfaction and passengers’ behavioral intention. In conclusion, the managerial implications and suggestions for future research are discussed.     

Exploring airline passengers’ willingness to pay for carbon offsets

This study examines airline passengers’ willingness to pay for carbon-offsets. Using the contingent valuation method of double-bounded dichotomous choice format and a survey of over 1000 Taiwanese passengers flying to countries in Asia, Europe, North America, and Oceania to gauge their willingness-to-pay for airline carbon-offsets. The results suggest that despite the trip characteristics and personal background, air travel passengers’ knowledge and perceptions of the carbon-offset scheme also greatly influence the stated willingness to pay.     

Mind the map! The impact of transit maps on path choice in public transit

This paper investigates the impact of schematic transit maps on passengers’ travel decisions. It does two things: First, it proposes an analysis framework that defines four types of information delivered from a transit map: distortion, restoration, codification, and cognition. It then considers the potential impact of this information on three types of travel decisions: location, mode, and path choices.¹ Second, it conducts an empirical analysis to explore the impact of the famous London tube map on passengers’ path choice in the London Underground (LUL). Using data collected by LUL from 1998 to 2005, the paper develops a path choice model and compares the influence between the distorted tube map (map distance) and reality (travel time) on passengers’ path choice behavior. Results show that the elasticity of the map distance is twice that of the travel time, which suggests that passengers often trust the tube map more than their own travel experience on deciding the “best” travel path. This is true even for the most experienced passengers using the system. The codification of transfer connections on the tube map, either as a simple dot or as an extended link, could affect passengers’ transfer decisions. The implications to transit operation and planning, such as trip assignments, overcrowding mitigation, and the deployment of Advanced Transit Information System (ATIS), are also discussed.     

Evaluating bicycle-transit users’ perceptions of intermodal inconvenience

Bicycles and transit systems are considered to be the pinnacle of green transportation. The combined use of the two could provide a competitive alternative for an integrated, green, and seamless service, yet relatively few studies have investigated the multimodal integration problems of the entire service chain from the perspective of users. Users’ perceived inconvenience during travel can be regarded as a latent construct that describes an unobservable and immeasurable characteristic. Nevertheless, the traditional Likert method in an ordinal scale causes a misleading statistical inference. The Rasch model eliminates such bias generated by an ordinal scale through a logistic linear transformation, and it compares person parameters with item parameters, which are then subjected to a logarithmic transformation along a logit scale to clearly identify which service items’ inconvenience cannot be easily overcome by certain users. This empirical study demonstrates that perceived inconveniences differ based on the users’ sex, riding frequency, trip purpose, and environmental awareness. The differential item functioning analysis that was adopted in this study can identify the critical factors leading to the differences in perceived inconvenience. Our empirical results suggest that a male cyclist who is a commuter with a high monthly riding frequency and who is environmentally conscious has a better ability than their counterpart to overcome perceived inconveniences during travel using a bicycle-transit service. To effectively mitigate users’ perceived inconvenience, the Rasch analytical results suggest that the improvement of the intra-transit system factors in the short term and the improvement of external environmental factors in the long term will be successful. The information herein proves useful for transportation planners and policy makers when considering the special travel needs of certain groups to create a user-friendly bicycle-transit travel environment that promotes its usage.     

An aggregate demand model for air passenger traffic in the hub-and-spoke network

In this paper, we build an aggregate demand model for air passenger traffic in a hub-and-spoke network. This model considers the roles of airline service variables such as service frequency, aircraft size, ticket price, flight distance, and number of spokes in the network. It also takes into account the influence of local passengers and social-economic and demographic conditions in the spoke and hub metropolitan areas. The hub airport capacity, which has a significant impact on service quality in the hub airport and in the whole hub-and-spoke network, is also taken into consideration.Our demand model reveals that airlines can attract more connecting passengers in a hub-and-spoke network by increasing service frequency than by increasing aircraft size in the same percentage. Our research confirms the importance of local service to connecting passengers, and finds that, interestingly, airlines’ services in the first flight leg are more important to attract passengers than those in the second flight segment. Based on data in this study, we also find that a 1% reduction of ticket price will bring about 0.9% more connecting passengers, and a 1% increase of airport acceptance rate can bring about 0.35% more connecting passengers in the network, with all else equal. These findings are helpful for airlines to understand the effects of changing their services, and also useful for us to quantify the benefits of hub airport expansion projects.At the end of this paper, we give an example as an application to demonstrate how the developed demand model could be used to valuate passengers’ direct benefit from airport capacity expansion.     

Assessing the quality of intercity road transportation of passengers: An exploratory study in Brazil

In Brazil, buses represent the main mode of public transportation. However, in recent years intercity and interstate bus companies have been facing a growing competition with other forms of transportation such as bus companies competitors, illegal transportation companies, chartered buses, and, more recently, air companies. In this scenario characterized by growing competition, it is essential to evaluate the quality of road transportation of passengers. In order to contribute to the analysis of this issue, this paper presents a methodological approach to assess the quality of intercity road transportation of passengers, according to the customers’ perspective. By conducting a case study in a city of almost 500,000 inhabitants from the interior of Rio de Janeiro, an Importance–Satisfaction Analysis (ISA) and an assignment procedure were used in order to obtain: (i) the main factors (criteria) that influence the quality of service intercity road transportation of passengers, (ii) the importance degree of criteria related to road transportation of passengers, (iii) the satisfaction of the users of road transportation under the considered criteria, (iv) the critical criteria/items, and (v) the categories which best represent the quality of service intercity road transportation according to the passengers’ perspective. Finally, several possible corrective actions to improve the quality of services considering each critical item/criterion were highlighted and special recommendations were done for the critical process (ticket sales).     

Applying the Rasch measurement to explore elderly passengers' abilities and difficulties when using buses in Taipei

This study developed an approach for measuring elderly passengers' abilities and to explore their difficulties in accomplishing the actions and motions required to patronize the bus service. A conceptual framework about the required actions and motions in bus‐taking was established and a questionnaire with 18 items was designed to test their ability to use buses. A face‐to‐face survey was conducted to collect self‐rated information from 304 elderly bus passengers in Taipei. The Rasch model was applied to estimate the difficulty of each item and the ability of each person to use a bus. Results showed the relatively difficult items primarily involved keeping balance on the moving bus, reading the posted information at the station, and recognizing the buses approaching the stations; the levels of physical ability were negatively associated with the respondent's age. Suggestions are made based on improving the facilities or services to help the elderly passengers achieve the necessary actions or motions for using the bus service. Copyright © 2010 John Wiley & Sons, Ltd.     

Multi-fleet ferry service network design with passenger preferences for differential services

This paper investigates a multi-fleet ferry routing and scheduling problem that takes into account ferry services with different operation characteristics and passengers with different preferred arrival time windows. The logit model is used to represent passengers’ service choices. The full problem is formulated as a mixed integer nonlinear programming problem and solved with a heuristic procedure that first fixes the demand and then decomposes the resultant model by ferry services. At each iteration of the algorithm, the demand is updated and the relaxed problem is re-solved. Numerical results for the case of ferry service network design in Hong Kong are provided to illustrate the properties of the model and the performance of the heuristic.     

Perceived accessibility,mobility, and connectivity of public transportation systems

Although public transportation is considered effective at reducing the external cost of driving private vehicles, many urbanites do not use public transportation. This study develops measures employing accessibility, mobility, and seamless connectivity for an entire public transportation service chain as indicators for evaluating public transport services, prioritizes underperforming scenarios from the perspective of urban travelers, and derives various market segmentation strategies that consider different socio-demographic characteristics. A conceptual model is set up herein to assess these latent constructs that describe unobservable and immeasurable characteristics. As a Likert ordinal scale can generate misleading statistical inferences, the Rasch model is used to eliminate bias generated by an ordinal scale when measuring these three latent constructs separately. The Rasch model compares person parameters with item parameters, which are then subjected to logarithmic transformation along a logit scale so as to recognize specific difficulties of service scenarios that cannot be easily eliminated by certain urban travelers. The multidimensional Rasch model also measures the perceptions of urban travelers in terms of the interactions between accessibility, mobility, and seamless connectivity of this public transportation system. While comparing urban travelers of two large cities in Taiwan, Taipei and Kaohsiung, the empirical results demonstrate that perceived accessibility, mobility, and seamless connectivity differ based on travelers’ age, frequency of weekly sports activities, and environmental awareness. This paper also advances appropriate improvement strategies and provides policy suggestions for urban planners, public transportation service operation agencies, and policy makers when they seek to create user-friendly public transportation services. The proposed approach can be generalized in other cities by considering their local context uniqueness and further evaluating their public transport services.     

Estimating the demand for urban bus travel

The disadvantages of conventional transportation study models, in particular their large data requirements and their weaknesses in dealing with changes in trip generation rates have led to a need for a simple model that can quickly and at low cost examine alternative public transport strategies.This paper investigates simple economic models of bus demand, examines alternative variables that can be used and discusses some alternative model forms. It demonstrates the results of a model using data from twelve urban bus operators in Britain and compares the results with those from other types of study. The model utilises fare and service quality elasticities to explain the decline in passengers on urban bus services, and derives an average elasticity with respect to fare changes of –0.31 and with respect to service quality changes of +0.62. It is estimated that fare rises accounted for 13% of the 43% decline in passengers over the last fifteen years, vehicle mileage reductions for 14.3% and that only 15.7% was due to such factors as rising car ownership which are often given as the cause of declining bus patronage.The results, by showing that passengers are far more sensitive to changes in service than they are to fare rises, are a useful guide to the broader public transport policy issues, and the paper concludes that the model does provide a useful method of forecasting public transport demand at a strategic level. Further work is needed, however, to establish more accurate forecasts for different types of passenger and studies are now being undertaken to establish these and to construct an operational forecasting model that can be applied with only limited data requirements     

Passengers’ activities during short trips on the London Underground

The present study considers underground passengers and investigates the ways in which they spend their time during a trip of average length or shorter. Using a structured procedure that had been refined after a preliminary study, more than 1,700 passengers were observed in London. The results showed that even when the length of travel is very short (2–6 stops), underground passengers engage in several occupations, especially those involving the use of mobile Information and Communication Technologies. These occupations depend on the specific spatial and temporal conditions of the travel, as well as on gender and age. These results should be useful in designing travel services that enhance passengers’ experiences; they also suggest a criterion for comparing trips using different transportation modes (i.e., looking at the time point during the trip at which the ratio of active versus passive occupations changes).     

The characteristics,uses and potentials of taxicab transportation

Taxicab transportation is a significant segment of urban transportation. Taxicabs, along with other “paratransit” type systems, provide service with characteristics between the automobile and mass transportation. Consequently, they are well suited to a number of special purposes. Taxicabs currently serve a wide range of trip purposes by travellers with varied socio-economic characteristics. Taxicab transportation is most attractive for serving lower density area and off-peak travel particularly where there is only minimal mass transit service. In this regard, taxicabs are a supplement to conventional mass transit. The use of taxicabs for collection and distribution functions for both passengers and freight is gradually being realized. The multiple use of taxicabs offers advantages of increasing taxicab productivity and reducing individual trip costs. Many of the problems related to taxicabs are regulatory and institutional in nature. Unless these constraints are eased or removed, wider application of taxicab transportation, including productivity gains, will be limited.     

Passengers’ willingness to pay for airport ground access time savings

There are cases when passengers are willing to pay a premium to reduce the travel time, in particular when the trip has to be made. This paper aims to provide insight into factors that determine passengers’ willingness to pay to reduce travel time for their ground access to an airport. A methodology is developed that comprises two steps: the identification of the passengers with zero willingness to pay and from the rest the estimation of the additional price they are willing to pay to reduce their travel time. For the first step a Probit model was formulated and for the second a linear regression model. To this purpose, data has been collected employing stated preference from passengers at the Athens International Airport. It has been found that a high percentage of passengers have zero willingness to pay, and of the remaining ones those using public transport have a significant willingness to pay to reduce access travel time. The methodology and the models are structured in such a way that their transferability to any airport environment is possible, thus providing a useful tool for decisions relating to airport ground access measures.     

Development of efficient stop planning optimization process for high‐speed rail systems

The Taiwan High Speed Rail (THSR) has recently added three additional stations to its original network. Although the three additional stations can improve accessibility to the system, these new stations can present difficulties in the transportation planning process, particularly for planning of train stops. The additional stations may benefit some passengers, but may also lengthen the travel time for the other passengers. Therefore, the main challenge faced by THSR is finding an efficient way to design appropriate stopping patterns. Past studies on stop planning usually adopted meta‐heuristics or decomposition methods to solve this complex problem. Although these solution techniques can improve solution efficiency, none of them can guarantee the optimality of the solution and capture the transfer movement of different stopping patterns. In this research, we proposed an innovative network structure to address complex stop planning problems for high‐speed rail systems. Given its special network structure, two binary integer programming models were developed to simultaneously form and determine the optimal stopping patterns for real‐world THSR stop planning problems. An optimization process was also developed to accurately estimate the station transfer time corresponding to the variation in stopping patterns and passenger flow. Results of the case studies suggest that the proposed binary integer programming models exhibit superior solution quality and efficiency over existing exact optimization models. Consequently, using this stop planning optimization process can help high‐speed rail system planners in designing optimal stopping patterns that correspond to passenger demand. Copyright © 2017 John Wiley & Sons, Ltd.     

Characterizing,measuring, and managing transit service quality

Recent studies to evaluate the quality of transit service are generating a good amount of renewed interest in an old idea, the passenger's perspective; this new interest stems from recognizing that transit service quality should be characterised, measured, and managed by parameters capturing both passenger and transit operator perspectives. However, although the selected parameters are user‐oriented in their input, the output may not be as user‐oriented as considered, and the number or the percentage of passengers is often neglected. As a result, the findings are often misleading because the perspectives of transit operators dominate. Therefore, academics and practitioners must rethink their strategies of quality analysis of public transportation by stressing more on the role of passengers. These challenges are addressed in this paper with a practical, simple, and holistic framework, for Transit Quality (TRANSQUAL). This framework provides for the involvement of all stakeholders in the characterisation, measurement, and management of the stages of quality monitoring, which is jointly analyzed at different planning levels. In the characterization stage, the framework supports the selection of parameters to be monitored. The measurement stage sets and measures four quality areas in terms of percentage of passengers who expect a predefined level of service, for whom the service is designed, who receive the planned service, and who perceive the service as delivered. The management stage computes the differences between these percentages, points out criticalities, and recommends corrective actions. These stages are investigated in‐depth, integrated, and discussed in a real‐life case study. Copyright © 2016 John Wiley & Sons, Ltd.     

Optimization of headways with stop‐skipping control: a case study of bus rapid transit system

Bus rapid transit system is designed to provide high‐quality and cost‐efficient passenger transportation services. In order to achieve this design objective, effective scheduling strategies are required. This research aims at improving the operation efficiency and service quality of a BRT system through integrated optimization of its service headways and stop‐skipping strategy. Based on cost analysis for both passengers and operation agencies, an optimization model is established. A genetic algorithms based algorithm and an application‐oriented solution method are developed. Beijing BRT Line 2 has been chosen as a case study, and the effectiveness of the optimal headways with stop‐skipping services under different demand levels has been analyzed. The results has shown that, at a certain demand level, the proposed operating strategy can be most advantageous for passengers with an accepted increase of operating costs, under which the optimum headway is between 3.5 and 5.5 min for stop‐skipping services during the morning peak hour depending on the demand with the provision of stop‐skipping services. The effectiveness of the optimal headways with stop‐skipping services is compared with those of existing headways and optimal headways without stop‐skipping services. The results show that operating strategies under the optimal headways with stop‐skipping services outperforms the other two operating strategies with respect to total costs and in‐vehicle time for passengers. Copyright © 2014 John Wiley & Sons, Ltd.     

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.