Importance of user perception in evaluating level of service for bus transit for a developing country like India: a review

Assessment of service quality in bus transit planning has received due attention in recent years from the viewpoint of optimal service allocation. The concept of level of service (LOS) has emerged as an effective tool to measure quality of services. Service-quality assessment provides operators with knowledge on users' satisfaction with existing services and their expected LOSs. The importance of user perception towards assessment of LOS has been acknowledged by researchers. While LOS standards for public transportation have been established by the Transportation Research Board in the USA, researchers have questioned the applicability of these standards in the context of different geographic regions. Since the service delivery environment differs between developed and developing nations, the user perception of service quality varies between these economic regions. Substantial research has been carried out in the context of both developed and developing nations, to identify the bus transit service parameters that affect users' perceived service quality; however, little research exists that establishes LOS thresholds for bus transit, based on user perception. This paper reviews the concept of LOS, describes the importance of user perception in assessment of service quality and identifies the need to establish LOS thresholds for bus transit from user perception for developing countries.     

Methodology to determine service delivery levels for public transportation

When designing transit services, the Level-of-Service concept has been widely used by transport planners and service providers to assess the service quality of an existing transit system. In addition to the service quality assessment, service providers also need to estimate the service levels that will satisfy a maximum number of users and potential users, across all socio-economic groups, so as to maximize patronage. This paper demonstrates a method using the concept of ‘user satisfaction levels’ and their ‘zone of tolerance’, along with total utility and marginal utility for service providers, to provide a range of service delivery levels for individual transit service attributes in the city of Kolkata. This range of service levels provides a guideline for service providers within which they can consider making an improvement in service level. However, the final decision on service improvement is an outcome of both financial and infrastructural feasibility.     

Performance indicators for public transit connectivity in multi-modal transportation networks

Connectivity plays a crucial role as agencies at the federal and state level focus on expanding the public transit system to meet the demands of a multimodal transportation system. Transit agencies have a need to explore mechanisms to improve connectivity by improving transit service. This requires a systemic approach to develop measures that can prioritize the allocation of funding to locations that provide greater connectivity, or in some cases direct funding towards underperforming areas. The concept of connectivity is well documented in social network literature and to some extent, transportation engineering literature. However, connectivity measures have limited capability to analyze multi-modal public transportation systems which are much more complex in nature than highway networks.In this paper, we propose measures to determine connectivity from a graph theoretical approach for all levels of transit service coverage integrating routes, schedules, socio-economic, demographic and spatial activity patterns. The objective of using connectivity as an indicator is to quantify and evaluate transit service in terms of prioritizing transit locations for funding; providing service delivery strategies, especially for areas with large multi-jurisdictional, multi-modal transit networks; providing an indicator of multi-level transit capacity for planning purposes; assessing the effectiveness and efficiency for node/stop prioritization; and making a user friendly tool to determine locations with highest connectivity while choosing transit as a mode of travel. An example problem shows how the graph theoretical approach can be used as a tool to incorporate transit specific variables in the indicator formulations and compares the advantage of the proposed approach compared to its previous counterparts. Then the proposed framework is applied to the comprehensive transit network in the Washington–Baltimore region. The proposed analysis offers reliable indicators that can be used as tools for determining the transit connectivity of a multimodal transportation network.     

On the effect of operational service attributes on transit satisfaction

Public transport (PT) providers aim to offer services that meet users’ satisfaction, and for this, they can control some operational service attributes such as frequency, speed, crowdedness and reliability. Understanding how these objective attributes affect user satisfaction is essential to improve it cost-effectively, but these associations have not been examined enough in the PT literature. This study aims to unveil how key transit operational variables actually experienced by users affect their satisfaction. We analysed data derived from a multiannual consumer satisfaction survey for the Santiago de Chile Metro system; between January 2013 and June 2016 (n?=?41,993), where approximately 1000 questionnaires were completed each month. We also gained access to a set of operational variables managed by Metro for the same period, including more than 1.4 million records. With this unique dataset, we first developed a structural equation model (SEM) with users’ perceived attributes, finding that safety, ease of boarding, response to critical incidents (CI), the number and type of CI endured, and information, were the variables that mostly affected satisfaction. We also examined heterogeneity in transit satisfaction with SEM-MIMIC models, by characterising the user population through their trip and socioeconomic characteristics, finding a striking result: that as users age they are more satisfied with the system. Next, we assessed whether including operational service attributes, such as crowding levels, frequency, commercial speed and CI, added predictive power to the proposed model. We found that the number of CI, speed, frequency and crowdedness, plus their variability (measured through the coefficient of variation), affected transit satisfaction at significant levels. Including these objective service attributes provided more explanatory power to the SEM-MIMIC transit satisfaction models. Policy recommendations for improving satisfaction, derived from our results, are: to implement an automatic control system for the number of passengers on Metro platforms (as safety and ease of boarding are critical issues for passengers); and to deploy a comprehensive tactical plan to address CI: determine which happen more often, take actions to minimise them and provide better responsive actions.

     

Design and implementation of efficient transit networks: Procedure, case study and validity test

This paper presents and tests a method to design high-performance transit networks. The method produces conceptual plans for geometric idealizations of a particular city that are later adapted to the real conditions. These conceptual plans are generalizations of the hybrid network concept proposed in Daganzo (2010). The best plan for a specific application is chosen via optimization. The objective function is composed of analytic formulae for a concept’s agency cost and user level of service. These formulae include as parameters key demand-side attributes of the city, assumed to be rectangular, and supply-side attributes of the transit technology. They also include as decision variables the system’s line and stop spacings, the degree to which it focuses passenger trips on the city center, and the service headway. These decision variables are sufficient to define an idealized geometric layout of the system and an operating plan. This layout-operating plan is then used as a design target when developing the real, detailed master plan. Ultimately, the latter is simulated to obtain more accurate cost and level of service estimates.This process has been applied to design a high performance bus (HPB) network for Barcelona (Spain). The idealized solution for Barcelona includes 182 km of one-way infrastructure, uses 250 vehicles and costs 42,489 €/h to build and run. These figures only amount to about one third of the agency resources and cost currently used to provide bus service. A detailed design that resembles this target and conforms to the peculiarities of the city is also presented and simulated. The agency cost and user level of service metrics of the simulated system differ from those of the idealized model by less than 10%. Although the designed and simulated HPB systems provide sub-optimal spatial coverage because Barcelona lacks suitable streets, the level of service is good. Simulations suggest that if the proposed system was implemented side-by-side with the current one, it would capture most of the demand.     

New evidence on walking distances to transit stops: identifying redundancies and gaps using variable service areas

The percentage of the population being served by a transit system in a metropolitan region is a key system performance measure but depends heavily on the definition of service area. Observing existing service areas can help identify transit system gaps and redundancies. In the public transit industry, buffers at 400 m (0.25 miles) around bus stops and 800 m (0.5 miles) around rail stations are commonly used to identify the area from which most transit users will access the system by foot. This study uses detailed OD survey information to generate service areas that define walking catchment areas around transit services in Montreal, Canada. The 85th percentile walking distance to bus transit service is found to be around 524 m for home-based trip origins, 1,259 m for home-based commuter rail trip origins. Yet these values are found to vary based on our analysis using two statistical models. Walking distances vary based on route and trip qualities (such as type of transit service, transfers and wait time), as well as personal, household, and neighbourhood characteristics. Accordingly, service areas around transit stations should vary based on the service offered and attributes of the people and places served. The generated service areas derived from the generalized statistical model are then used to identify gaps and redundancies at the system and route level using Montreal region as an example. This study can be of benefit to transport engineers and planners trying to maximize transit service coverage in a region while avoiding oversupply of service.     

The value of service reliability

This paper studies the impact of service frequency and reliability on the choice of departure time and the travel cost of transit users. When the user has (α, β, γ) scheduling preferences, we show that the optimal head start decreases with service reliability, as expected. It does not necessarily decrease with service frequency, however. We derive the value of service headway (VoSH) and the value of service reliability (VoSR), which measure the marginal effect on the expected travel cost of a change in the mean and in the standard deviation of headways, respectively. The VoSH and the VoSR complete the value of time and the value of reliability for the economic appraisal of public transit projects by capturing the specific link between headways, waiting times, and congestion. An empirical illustration is provided, which considers two mass transit lines located in the Paris area.     

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.     

What influences satisfaction and loyalty in public transport? A review of the literature

Public transport ridership retention is a challenge for many cities. To develop comprehensive strategies aimed at retaining riders, it is necessary to understand the aspects of public transport that influence users to become loyal to the system. This paper analyses relevant literature regarding the causes of satisfaction and loyalty in public transport. We find that the service factors most associated with satisfaction are on-board cleanliness and comfort, courteous and helpful behaviour from operators, safety, as well as punctuality and frequency of service. On the other hand, loyalty is associated with users’ perceptions of value-for-money, on-board safety and cleanliness, interactions with personnel and the image and commitment to public transport that users feels. Furthermore, the results elucidate that the concept of loyalty is best defined based on users’ intentions to continue using the service, their willingness to recommend it to others, their overall satisfaction, but also and most importantly, their image of and involvement with public transport. Public transport users who have a positive image of the agency and consider public transport an integral component of city life are more likely to demonstrate loyalty and act like ambassadors for public transport agencies.     

A dynamic station strategy to improve the performance of flex-route transit services

As an innovative combination of conventional fixed-route transit and demand responsive service, flex-route transit is currently the most popular type of flexible transit services. This paper proposes a dynamic station strategy to improve the performance of flex-route transit in operating environments with uncertain travel demand. In this strategy, accepted curb-to-curb stops are labeled as temporary stations, which can be utilized by rejected requests for their pick-up and drop-off. The user cost function is defined as the performance measure of transit systems. Analytical models and simulations are constructed to test the feasibility of implementing the dynamic station strategy in flex-route transit services. The study over a real-life flex-route service indicates that the proposed dynamic station strategy could reduce the user cost by up to 30% without any additional operating cost, when an unexpectedly high travel demand surpasses the designed service capacity of deviation services.     

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.     

The effect of slow zones on ridership: An analysis of the Chicago Transit Authority “El” Blue Line

Transit agencies frequently upgrade rail tracks to bring the system to a state of good repair (SGR) and to improve the speed and reliability of urban rail transit service. For safety during construction, agencies establish slow zones in which trains must reduce speed. Slow zones create delays and schedule disruptions that result in customer dissatisfaction and discontinued use of transit, either temporarily or permanently. While transit agencies are understandably concerned about the possible negative effects of slow zones, empirical research has not specifically examined the relationship between slow zones and ridership. This paper partially fills that gap. Using data collected from the Chicago Transit Authority (CTA) Customer Experience Survey, CTA Slow Zone Maps, and, the Automatic Fare Collection System (AFC), it examines whether recurring service delays due to slow zones affect transit rider behavior and if the transit loyalty programs, such as smart card systems, increase or decrease rider defections. Findings suggest that slow zones increase headway deviation which reduces ridership. Smart card customers are more sensitive to slow zones as they are more likely to stop using transit as a result of delay. The findings of this paper have two major policy implications for transit agencies: (1) loyalty card users, often the most reliable source of revenue, are most at risk for defection during construction and (2) it is critical to minimize construction disruptions and delays in the long run by maintaining state of good repair. The results of this paper can likely be used as the basis for supporting immediate funding requests to bring the system to an acceptable state of good repair as well as stimulating ideas about funding reform for transit.     

The formulation of marketing strategy in urban public transport

This paper prescribes the parameters of marketing strategy formulation in the context of urban public transport and emphasises in particular the usefulness of the marketing mix and segmentation concepts. A marketing mix comprising the two primary dimensions of service attributes and promotion is advocated, the service attributes to include price, in-vehicle time, mesh density, frequency, reliability and comfort. Three primary trip purpose segments are identified viz. journey-to-work, shopping, and leisure/social trip segments, but these may be expanded into a twenty-four cell matrix once origin-destination and car access factors are included. The sensitivity of demand in these segments is examined mostly by reference to demonstration and experimental project data drawn from the United States and the United Kingdom. For the three primary trip purpose segments demand elasticity is shown to be greater for non-price than for price features; for both price and non-price service features elasticity is shown to be a function of journey purpose being least elastic for journey-to-work trips and most elastic for social/leisure trips. The role of promotion is examined and its importance to the successful marketing of public transport clearly demonstrated.This paper is a condensation of material appearing in The Management of Urban Public Transport: a marketing approach, by P. J. Hovell, W. H. Jones, and A. J. Moran, to be published by Saxon House and Lexington Books in 1975.     

An investigation on the performances of mode shift models in transit ridership forecasting

This paper aims at investigating the over-prediction of public transit ridership by traditional mode choice models estimated using revealed preference data. Five different types of models are estimated and analysed, namely a traditional Revealed Preference (RP) data-based mode choice model, a hybrid mode choice model with a latent variable, a Stated Preference (SP) data-based mode switching model, a joint RP/SP mode switching model, and a hybrid mode switching model with a latent variable. A comparison of the RP data-based mode choice model with the mode choice models including a latent variable showed that the inclusion of behavioural factors (especially habit formation) significantly improved the models. The SP data-based mode switching models elucidated the reasons why traditional models tend to over-predict transit ridership by revealing the role played by different transit level-of-service attributes and their relative importance to mode switching decisions. The results showed that traditional attributes (e.g. travel cost and time) are of lower importance to mode switching behaviour than behavioural factors (e.g. habit formation towards car driving) and other transit service design attributes (e.g. crowding level, number of transfers, and schedule delays). The findings of this study provide general guidelines for developing a variety of transit ridership forecasting models depending on the availability of data and the experience of the planner.     

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.     

Reducing the cost of peak hour transit service through contracting out service

Transit service contracting has responded to fiscal and financial woes of public transit agencies as the most uniquely attractive cost‐saving strategy at present. Most transit service contracting, however, has been in the traditional provision of entire fixed route bus service or commuter express bus service, and exclusive demand responsive service for the general public or for special disadvantaged population groups such as the elderly and/or the handicapped. This paper presents a new module in transit service contracting whereby the public and private operators jointly provide the peak service on the same route and at the same time. While the public agency provides the base demand of the service, the private provider provides the excess demand, both following the same schedules and similar service arrangements. In this paper, proposed service arrangements, costing and contracting procedures are discussed. It is also reported that substantial cost savings ranging from 32 to 57% with an average savings of 48% can be achieved if the excess peak hour bus transit service on highly peaked routes in public transit agencies is contracted to competing private operator(s).     

An analysis of public bus transit performance in Indian cities

Maintaining and enhancing public transit service in Indian cities is important, to meet rapidly growing mass mobility needs, and curb personal motor vehicle activity and its impacts at low cost. Indian cities rely predominantly on buses for public transport, and are likely to continue to do so for years. However, the public bus transit service is inadequate, and unaffordable for the urban poor. The paper explores the factors that contribute to and affect efforts to improve this situation, based on an analysis of the financial and operational performance of the public bus transit service in the four metropolitan centres and four secondary cities during the 1990s. Overall, there were persistent losses, owing to increasing input costs and declining productivity. The losses occurred despite rapidly increasing fares, and ridership declined. The situation, and the ability to address it, is worse in the secondary cities than the metropolitan centres. We suggest a disaggregated approach based on the needs and motivations of different groups in relation to public transit, along with improved operating conditions and policies to internalize costs of personal motor vehicle use, to address the challenge of providing financially viable and affordable public bus transit service.     

Transit service quality analysis using cluster analysis and decision trees: a step forward to personalized marketing in public transportation

A transit service quality study based on cluster analysis was performed to extract detailed customer profiles sharing similar appraisals concerning the service. This approach made it possible to detect specific requirements and needs regarding the quality of service and to personalize the marketing strategy. Data from various customer satisfaction surveys conducted by the Transport Consortium of Granada (Spain) were analyzed to distinguish these groups; a decision tree methodology was used to identify the most important service quality attributes influencing passengers’ overall evaluations. Cluster analysis identified four groups of passengers. Comparisons using decision trees among the overall sample of all users and the different groups of passengers identified by cluster analysis led to the discovery of differences in the key attributes encompassed by perceived quality.     

A simulation‐based reliability assessment approach for congested transit network

This paper is an attempt to develop a generic simulation‐based approach to assess transit service reliability, taking into account interaction between network performance and passengers' route choice behaviour. Three types of reliability, say, system wide travel time reliability, schedule reliability and direct boarding waiting‐time reliability are defined from perspectives of the community or transit administration, the operator and passengers. A Monte Carlo simulation approach with a stochastic user equilibrium transit assignment model embedded is proposed to quantify these three reliability measures of transit service. A simple transit network with a bus rapid transit (BRT) corridor is analysed as a case study where the impacts of BRT components on transit service reliability are evaluated preliminarily.     

Shared versus private mobility: Modeling public interest in autonomous vehicles accounting for latent attitudes

Emerging autonomous vehicles (AVs) and shared mobility systems per se will transform urban passenger transportation. Coupled together, shared AVs (SAVs) can facilitate widespread use of shared mobility services by providing flexible public travel modes comparable to private AV. Hence, it may be conjectured that future urban mobility is likely an on-demand service and AV private ownership is unappealing. Nonetheless, it is still unclear what observable and latent factors will drive public interest in (S)AVs, the answer to which will have important implications on transportation system performance. This paper aims to jointly model public interest in private AVs and multiple SAV configurations (carsharing, ridesourcing, ridesharing, and access/egress mode) in daily and commute travels with explicit treatment of the correlations across the (S)AV types. To this end, multivariate ordered outcome models with latent variables are employed, whereby latent attitudes and preferences describing traveler safety concern about AV, green travel pattern, and mobility-on-demand savviness are accounted for using structural and measurement equations. Drawing from a stated preference survey in the State of Washington, important insights are gained into the potential user groups based on the socio-economic, built environment, and daily/commute travel behavior attributes. Key policies are also offered to promote public interest in (S)AVs by scrutinizing the marginal effects of the latent variables.