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.     

Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area

This paper establishes and tests the perceived value model, which is applied to identify the factors affecting the passengers' repurchase intentions on city bus. In this study, perceived value is a trade-off between perceived benefits and perceived costs. And the main part of perceived benefits is service quality. We (1) measured service quality using a multiple-items scale, (2) integrated perceived non-monetary price as a part of perceived costs, and (3) simultaneously incorporated the attractiveness of alternative modes. Data was collected via a questionnaire survey in the Taipei metropolitan area and the model was tested using path analysis performed by LISREL. The results indicate that all causal relationships are statistical significant. Finally, this study concludes by discussing managerial implications and making suggestions for future research.     

Optimization Of Headway,Vehicle Size and Route Choice for Minimum Cost Feeder Service

ABSTRACT

Many people use public transportation systems to reach their destination, while others use personal vehicles. Poor transportation systems do not attract ridership. Therefore, the usage of passenger cars increases, and traffic and environmental conditions deteriorate. Efficient public transportation has been recognized as one of the potential ways of mitigating air pollution, reducing energy consumption, improving mobility and alleviating traffic congestion. The objective of this study is to optimize a bus feeder service that provides the shuttle service between a recreation center (e.g. Sandy Hook, NJ) and a major public transportation facility, subject to site-specific constraints such as vehicle schedules, bus availability, service capacity and budget. The decision variables include bus headway, vehicle size and route choice. The solution methodology integrating both analytical and numerical techniques is developed, which optimizes the decision variables. Finally, the proposed solution methodology is applied to a case study. Numerical results, including optimal solutions and sensitivity analyses, are presented while the level of coordination between the feeder service and a major transportation service is discussed.     

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).     

A bus route evaluation model based on GIS and super-efficient data envelopment analysis

When compared to large cities in developed countries, the shares of public transportation in most Chinese cities are low. Increasing the competitiveness of urban public transportation remains an urgent problem. A capable evaluation method for public transportation is required to assist the development of urban transit systems. This paper focuses on the bus system. Being devoid of standard criteria, it is difficult to determine the efficiency of a transit system or any bus line using a single evaluation index. This paper proposes a comparative analysis to evaluate bus lines so as to filter out candidates for further optimization. From the viewpoints of transit planning, operation and quality of service, this paper establishes 10 subordinate evaluation indices and then uses geographical information system tools, global positioning system data and smart card data to assist the index definition and calculation. Super-efficient data envelopment analysis (DEA) method is adopted for the proposed single factor and comprehensive evaluation models. Finally, the bus system in Shenzhen, China is used as a case study. The comparable significant results validate the capability of the proposed model.     

Multiple objective programming for bus operation: A case study for Taipei city

This paper, based on the viewpoints of both the passengers and the operator, uses a multi-objective utility function to formulate an effective bus transportation system. The utility function is composed of six factors of passenger concern including riding time, waiting time, degree of crowdedness, transferring frequencies, standing probability and walking time; and also the two major factors of concern to the bus operator: cost and profit. By using a multi-objective programming technique, a series of noninferior solutions are generated. Also, an application to the Taipei city bus system is presented.     

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.     

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     

The taxi's role in urban America: Today and tomorrow

Changes in the economic and demographic characteristics of US cities over the past two decades have modified but have not diminished the need for extensive public transportation service in these areas. The vast bulk of trips to work, to shop, and for most other purposes within large American cities are still made by residents of those cities, a significant portion of whom do not own or have access to an automobile. Expensive and far-ranging programs to enhance surburban commutation to the central city by means of rail rapid transit do little to meet the needs of those who still must rely upon local, extensive service within the city.One form of public transport — the taxicab — offers the quality and flexibility of service which even those of limited means find well worth the price. As a consequence, fleet taxicabs serve almost 40 percent more passengers than all US rapid transit systems and about 60 percent as many passengers as all bus transit systems. Removal of archaic and restrictive regulations governing the number and use of taxicabs in major US cities would promote more effective and widespread use of this, the only form of public transit that still operates — at a profit — without public subsidy.     

Structural equation modeling of user satisfaction of bus transit service quality based on stated preferences and latent variables

Few studies have been conducted on the service quality (SQ) of bus transit in developing countries. This paper presents a structural equation modeling (SEM) approach to identifying the relationships among major attributes that affect the SQ of bus transit in the city of Dhaka in Bangladesh. Specifically, 22 bus transit SQ attributes, drawn from 655 questionnaires, are used to develop different SEM models for the city. Along with stated preferences, the effect of three latent variables on SQ is analyzed. Among the developed models, the best model is selected by using different statistical approaches. With the best model, selected attributes are rated according to their relative importance on SQ. Acknowledging limited resources of a developing nation, this study gives a clear way ahead to planners, operating companies and transport managers to design appropriate transport policies which will ensure more effective services to current bus users as well as attracting new passengers.     

A genetic algorithm-based method for improving quality of travel time prediction intervals

The transportation literature is rich in the application of neural networks for travel time prediction. The uncertainty prevailing in operation of transportation systems, however, highly degrades prediction performance of neural networks. Prediction intervals for neural network outcomes can properly represent the uncertainty associated with the predictions. This paper studies an application of the delta technique for the construction of prediction intervals for bus and freeway travel times. The quality of these intervals strongly depends on the neural network structure and a training hyperparameter. A genetic algorithm–based method is developed that automates the neural network model selection and adjustment of the hyperparameter. Model selection and parameter adjustment is carried out through minimization of a prediction interval-based cost function, which depends on the width and coverage probability of constructed prediction intervals. Experiments conducted using the bus and freeway travel time datasets demonstrate the suitability of the proposed method for improving the quality of constructed prediction intervals in terms of their length and coverage probability.     

Analyzing the gap between the QOS demanded by PT users and QOS supplied by service operators

This research evaluated the effectiveness of tendered bus public transportation (PT) in improving the attractiveness of that service in order to promote sustainable mobility. This was accomplished by characterizing the gap between the quality of service (QOS) supplied by contract regimes and that which is demanded by passengers. Analysis of a customer satisfaction survey aimed at bus users provided insight into their ranking of 14 QOS parameters while 13 active service contracts were analyzed for their impact on QOS. In-depth interviews with relevant experts completed the complex narrative that is Israel’s policy of privatization in PT. Both qualitative and quantitative analyses helped identify those QOS parameters most in demand by passengers and impacted by contracts. The results show that the gap is minimal, high demand parameters receive increased priority in contracts. In addition this research documented an evolution in the method contracts employed to provide QOS. Late model contracts define an increasingly higher minimum QOS; but also strongly limit the operator’s ability to make service changes. This is a trend which should improve QOS in Israel but reduce the incentive for operator enacted QOS initiatives. Despite its obvious success to date, it might be time to change again the contract regime for the provision of competitive bus services in Israel.     

Passenger experience with quality-enhanced bus service: the tyne and wear ‘superoute’ services

This paper investigates the role that enhanced service quality introduced into a deregulated market has in improving the experience of bus travel by a sample of passengers in the Tyne and Wear area of England. A generalised ordered choice (GOC) model that accounts for preference heterogeneity through random parameters, as well as heteroscedasticity in unobserved variance, and random parameterisation of thresholds, is implemented to identify sources of influence on the overall experience of bus travel in the presence and absence of the quality-enhanced treatment of service. The GOC model is contrasted with a standard ordered logit model, and the marginal effects associated with the preferred GOC model are derived for each influencing attribute, taking into account the various ways in which each influence contributes to the utility associated with each level of bus experience. The paper supports a view that the introduction of quality improvements, via a Quality Bus Partnership, does contribute non-marginally to an increase in a positive bus experience, and signals a way forward through cooperative intervention, to grow patronage. Knowing which attributes successfully deliver a more positive experience (and those that do not) means that resources are effectively targeted at the aspect of service provision which will increase patronage and therefore revenues, satisfying the objectives of both the bus operator and the local authority partner.     

Energy consumption and cost-benefit analysis of hybrid and electric city buses

This paper presents a cost-benefit analysis (CBA) of hybrid and electric city buses in fleet operation. The analysis is founded on an energy consumption analysis, which is carried out on the basis of extensive simulations in different bus routes. A conventional diesel city bus is used as a reference for the CBA. Five different full size hybrid and electric city bus configurations were considered in this study; two parallel and two series hybrid buses, and one electric city bus. Overall, the simulation results indicate that plug-in hybrid and electric city buses have the best potential to reduce energy consumption and emissions. The capital and energy storage system costs of city buses are the most critical factors for improving the cost-efficiency of these alternative city bus configurations. Furthermore, the operation schedule and route planning are important to take into account when selecting hybrid and electric city buses for fleet operation.     

Analysis of the optimal length of road expansion – A case study of the Taipei metropolitan area

This study explores the optimal investment in the length of an expanded section of road to mitigate the congestion on a transportation corridor. It is assumed that one end of the road is in the central business district (CBD) and that the households are uniformly distributed along the road. Each individual makes trips from his/her residence to the CBD. Trip demand is elastic and depends on the cost of the trip (including congestion costs). During the first stage, the government determines the length of the expanded section given the width of that section. In the second stage, road users determine their trip demands by taking into consideration the trip cost function. In the process of solving this problem, the equilibrium traffic volume is first solved using differential equations. The optimal length of the expanded section is then solved by maximizing the social welfare. The analysis is then applied to the case of the Tucheng city – Banciao city – Taipei CBD corridor in the Taipei metropolitan area. The scheme of road expansion without tolling performs closely to the first-best scheme for the case of a high potential demand. This study’s approach can serve as valuable reference for city planners engaged in road planning in a transportation corridor between the CBD and satellite cities in a metropolitan area.     

The influence of bus service satisfaction on university students' mode choice

The purpose of this study was to determine the relationship between bus service satisfaction and the transport mode of choice among university students in Qatar. The degree of bus service satisfaction was collected directly from questionnaire surveys, in which university students were asked questions in relation to their satisfaction with the bus service they used and their transport mode of choice. These questions were categorized into three factors according to confirmatory factor analysis: service at bus stops, service of busses, and service of drivers. Furthermore, the students were asked which mode of transport they used given the choice between public and private transport. This study presents a structural equation model to determine how much bus service satisfaction affects people's decisions about their transport mode. The results from the analysis showed that three key factors—namely, service at bus stops, service of busses, and service of bus drivers—were strongly correlated to the mode of choice. In particular, the bus stop was strongly associated with ease of use, shade, cleanliness, safety, and crowdedness level, while the bus itself influenced reliability, travel time, and frequency. Complying with traffic laws and the driver's attitude were also important contributors to the level of bus service satisfaction. Ultimately, this study will be beneficial for policy/decision‐makers. It will allow them to determine what needs to be accomplished to encourage people to use public transportation. Copyright © 2016 John Wiley & Sons, Ltd.     

Evaluating bus transit performance of Chinese cities: Developing an overall bus comfort model

In order to improve the level of bus service, a field study was undertaken to develop a combined bus comfort model. This paper provides a comprehensive review of the different ways to predict the bus comfort, in addition to the variable experimental techniques used. It was found some environment parameters like noise, vibration, thermal comfort and the acceleration would affect the passengers’ experience. In this model, both the measurement of objective physical parameters and subjective questionnaire survey were conducted to gather the practical environment date, as well as to distribute questionnaires on board city buses during the same trips. By comparing the subjective views of bus passengers to objective physical parameters, a combined bus comfort model was established. This model helps to calculate the concrete value of passengers’ perceived bus comfort. An effective approach integrated the comfort model, measuring instrument and the driver monitor could greatly improve the bus service quality.     

Planning hierarchical urban transit systems for reductions in greenhouse gas emissions

Public transit systems with high occupancy can reduce greenhouse gas (GHG) emissions relative to low-occupancy transportation modes, but current transit systems have not been designed to reduce environmental impacts. This motivates the study of the benefits of design and operational approaches for reducing the environmental impacts of transit systems. For example, transit agencies may replace level-of-service (LOS) by vehicle miles traveled (VMT) as a criterion in evaluating design and operational changes. In previous work, we explored the unintended consequences of lowering transit LOS on emissions in a single-technology transit system. Herein, we extend the analysis to account for a more realistic case: a transit system with a hierarchical structure (trunk and feeder lines) providing service to a city where demand is elastic. By considering the interactions between the trunk and the feeder systems, we provide a quantitative basis for designing and operating integrated urban transit systems that can reduce GHG emissions and societal costs. We find that highly elastic transit demand may cancel emission reduction potentials resulting from lowering LOS, due to demand shifts to lower occupancy vehicles. However, for mass transit modes, these potentials are still significant. Transit networks with buses, bus rapid transit or light rail as trunk modes should be designed and operated near the cost-optimal point when the demand is highly elastic, while this is not required for metro. We find that the potential for unintended consequences increases with the size of the city. Our results are robust to uncertainties in the costs and emissions parameters.     

Factors affecting public transportation,car, and motorcycle usage

This study established a hypothesis model based on the seemingly unrelated regression equations (SURE) model to investigate the relationship between public transportation, car, and motorcycle use in various townships in Taiwan and to analyse important factors that affect the usage of these modes. The SURE model was adopted because of the lack of a significant correlation between the dependent variables. The pairwise covariance analysis for any two of the three transportation modes revealed that the transportation modes could substitute for one another. Factors related to modal and demographic characteristics had different impacts on the usage of the three modes. The calculation of elasticity using different population densities and public transportation usage showed that when the ‘number of city bus routes’ was increased by 50% in areas with high population density and high public transportation usage, car usage decreased by 1.4%, which corresponds to 300,000 vehicles, and total CO₂ emissions reduced by 0.0204%. When the ‘total length of city bus routes’ was increased by 50%, the number of motorcycles used decreased by 83 million, and total CO₂ emissions reduced by 1.119%, which corresponds to 1.4 million tonnes of CO₂ emission. These findings suggest that these different factors had varying impacts on car and motorcycle usage in different areas. We therefore recommended that future transportation policies consider the varying transportation usage trends in different areas.     

Promoting Public Transport Using Marketing Techniques in Mobility Management and Verifying their Quantitative Effects

Mobility management (MM) is a transportation management policy that uses “soft” measures to attempt to reduce car use and promote sustainable transportation modes such as public transport, bicycles, and walking. Using communication and other means, MM induces voluntarily change towards more sustainable transportation modes. We implemented MM marketing to promote an experimental community bus service. This project had two components: a questionnaire conducted in the service area and a monthly newsletter. The questionnaire was more than a survey; it also communicated information about the bus and helped promote bus use. One month after the survey, we implemented a follow-up survey targeting the initial survey respondents. Results suggest that the MM program produced a general increase in bus use, as well as mouth-to-mouth advertising, that helped promote bus use.