Drivers of customer satisfaction with public transport services

This paper aims to improve the understanding of the drivers of customer satisfaction with public transport (PT). The methodology provides a relevant contribution to the previous studies since it highlights the complex interaction between the level and composition of satisfaction, negative social safety experiences (NSSEs), urban settings, and the PT mode used.Overall, PT users see the service attributes on-time performance, travel speed, and service frequency as the most important, followed by personnel/driver behaviour and vehicle tidiness. A generic policy aimed at achieving these attributes may yield favourable results with respect to satisfaction.Further, we demonstrate the influence of differences in customer characteristics on satisfaction. A policy aimed at increasing the service frequency and putting new vehicles into operation will probably lead specifically to more satisfied older people (>65), passengers travelling by regional train, and people living in dense urban areas.These findings may be of help to PTAs intending to exert an influence on the actions of PT operators, for instance by using them as a measuring rod in incentive contracts.     

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.     

Stochastic transit equilibrium

We present a transit equilibrium model in which boarding decisions are stochastic. The model incorporates congestion, reflected in higher waiting times at bus stops and increasing in-vehicle travel time. The stochastic behavior of passengers is introduced through a probability for passengers to choose boarding a specific bus of a certain service. The modeling approach generates a stochastic common-lines problem, in which every line has a chance to be chosen by each passenger. The formulation is a generalization of deterministic transit assignment models where passengers are assumed to travel according to shortest hyperpaths. We prove existence of equilibrium in the simplified case of parallel lines (stochastic common-lines problem) and provide a formulation for a more general network problem (stochastic transit equilibrium). The resulting waiting time and network load expressions are validated through simulation. An algorithm to solve the general stochastic transit equilibrium is proposed and applied to a sample network; the algorithm works well and generates consistent results when considering the stochastic nature of the decisions, which motivates the implementation of the methodology on a real-size network case as the next step of this research.     

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 combined destination and route choice model for a bicycle sharing system

This paper studies the supply variables that influence the destination and route choices of users of a bicycle sharing system in the Chilean city of Santiago. A combined trip demand logit model is developed whose explanatory variables represent attributes relating to the topology of the possible routes and other characteristics such as the presence of bikeways, bus service and controlled intersections. The data for the explanatory variables and system users were collected through field surveys of the routes and interviews conducted at the system stations. The results of the model show that proximity to stops on the Santiago Metro and the existence of bikeways are the main factors influencing destination and route choices. Also indicated by the model estimates are gender differences, a preference for tree-lined routes and an avoidance of routes with bus services. Finally, the outcomes reveal considerable potential for the integration of bicycle sharing systems with Metro transit.     

Metro commuters’ satisfaction in multi-type access and egress transferring groups

This paper considers both the access and egress stages as an entire process to analyze the satisfaction levels of commuters with metro commuter journeys. Based on a survey in Nanjing, China, seven intermodal travel groups are employed as targets for this analysis. The groups include Walk–Metro–Walk, Walk–Metro–Bus, Bike–Metro–Walk, Bike–Metro–Bus, Bus–Metro–Walk, Bus–Metro–Bus and Car–Metro–Walk, which are named according to the modes of transportation that are employed for access and egress trips. Binary logit models are developed for each group to identify the main factors of satisfaction level. The results show that access and egress stages serve important but different roles in the seven groups. Facility service qualities in two stages are the primary factors that affect overall satisfaction. The groups with same access or egress modes have significantly different core factors. Access by bike and bike–metro–transit users are concerned with bike parking safety, whereas bike–metro–walk users value parking spaces near metro stations. With two transfers between bus and metro, transit–metro–transit users indicate that the weak point in the access stage is the crowded spaces on buses. However, transit–metro–walk users value bus on-time performance, which is also valued by groups with metro–bus egress transfers. For egress by walking, commuters that use motorized modes for access are concerned with the egress walking environment, whereas users of non-motorized access modes are more concerned with egress walking spaces. The findings of this study are helpful for policy developments than can improve public satisfaction with commutes by urban metro.     

Index numbers for monitoring transit service quality

The measurement of transit service quality is very important for guaranteeing a transport supply characterized by satisfactory service levels for the passengers. Even more important is the monitoring of the levels of service quality over time, which can be very useful to determine if the goals established by the transport planners are being met or exceeded. The status and evolution of transit service quality can be monitored through periodic and regular updating of the opinions expressed by the passengers about the service during the well-known Customer Satisfaction Surveys, allowing the effect of policies to be evaluated and specific interventions to be introduced. In this work, just the issue of monitoring service quality based on users’ opinions is approached, and the index numbers usually applied in the economic and industrial field are proposed for this purpose. Index numbers permit to study the fluctuations or variations of a variable or more variables over time, providing a powerful measurement for making comparisons and predictions of the analyzed concept. The index numbers were calculated on the basis of data collected from Customer Satisfaction Surveys addressed to the passengers of the metropolitan public service of Granada (Spain). The analyzed time period has been established from 2007 to 2013. Interesting results derive from the calculation of the index numbers. Since both perceptions and importance rates are considered in this methodology, the results can inform, not only on the satisfaction tendencies but also on the trend on customers’ priorities, which is actually the expected quality. Therefore, policies could more efficiently be designed to adjust the service to the users’ real needs.     

Drivers of transit service loyalty considering heterogeneity between user segments

Users’ loyalty to public transit service is fundamental to promote its popularity in the transportation market. A four-step analytical framework is advanced to investigate the importance of service attributes that heterogeneous transit user segments place on their public transit service loyalty, measured in terms of overall satisfaction and re-use intention. Critical service attributes perceived by transit users that are relevant for loyalty enhancement are explicitly determined, which vary between user segments. It is suggested that the design of strategies aimed to promote the use of public transit by increasing user loyalty towards transit service be targeted at specific attributes that contribute most to loyalty and specific user segments whose original loyalty level is significantly different to others.     

Models of bus boarding and alighting dynamics

Understanding the dynamics of boarding/alighting activities and its impact on bus dwell times is crucial to improving bus service levels. However, research is limited as conventional data collection methods are both time and labour intensive. In this paper, we present the first use of smart card data to study passenger boarding/alighting behaviour and its impact on bus dwell time. Given the nature of these data, we focus on passenger activity time and do not account for the time necessary to open and close doors. We study single decker, double decker and articulated buses and identify the specific effects of floor/entrance type, number of activities and occupancy on both boarding and alighting dynamics. A linear relationship between average boarding and alighting times and their respective standard deviations is also found, whereas the variability of boarding and alighting time decreases with the number of passengers boarding and alighting. After observing the cumulative boarding/alighting processes under different occupancy conditions, we propose a new model to estimate passenger activity time, by introducing critical occupancy – a parameter incorporating the friction between boarding/alighting and on-board passengers. We conduct regression analyses with the proposed and another popular model for simultaneous boarding/alighting processes, finding that the critical occupancy plays a significant role in determining the regime of boarding and alighting processes and the overall activity time. Our results provide potential implications for practice and policy, such as identifying optimal vehicle type for a particular route and modelling transit service reliability.     

Privatization of urban transit: The Los Angeles jitney experience

This paper reports on a recent attempt to provide private transit in the form of jitney service in downtown Los Angeles. It describes the process undertaken to initiate jitney service and the resultant organization's structure and operation. A survey of jitney passengers provided information on the users and their tripmaking characteristics. A group of loyal jitney riders emerged who patronized the service because of its lower travel times and more personalized atmosphere. This group formed the core of frequent users. The Los Angeles experience is analyzed in terms of the economic feasibility of jitney service and the impact on the financial status of public transit. The public transit agency experienced a slight negative financial impact as a result of the jitney service. Ridership during peak hours declined somewhat but the jitney service was not frequent enough to carry sufficient passengers to allow the transit agency to cut costly peak hour service. This analysis shows that the jitney service ultimately was not an economically successful operation. The factors which would have increased the likelihood of success were increased frequency of service and higher fares, which would have been sustainable if not for unexpected developments in public transit financing. A labor pool willing to work for low wages, high transit use in the central city, relatively high transit fares and the availability of inexpensive vehicles appear to be prerequisites to a successful urban jitney operation.     

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.     

Transit user perceptions of driverless buses

This paper reports the results of a stated preference survey of regular transit users’ willingness to ride and concerns about driverless buses in the Philadelphia region. As automated technologies advance, driverless buses may offer significant efficiency, safety, and operational improvements over traditional bus services. However, unfamiliarity with automated vehicle technology may challenge its acceptance among the general public and slow the adoption of new technologies. Using a mixed logit modeling framework, this research examines which types of transit users are most willing to ride in driverless buses and whether having a transit employee on board to monitor the vehicle operations and/or provide customer service matters. Of the 891 surveyed members of University of Pennsylvania’s transit pass benefit program, two-thirds express a willingness to ride in a driverless bus when a transit employee is on board to monitor vehicle operations and provide customer service. By contrast, only 13% would agree to ride a bus without an employee on board. Males and those in younger age groups (18–34) are more willing to ride in driverless buses than females and those in older age groups. Findings suggest that, so long as a transit employee is onboard, many transit passengers will willingly board early generation automated buses. An abrupt shift to buses without employees on board, by contrast, will likely alienate many transit users.

     

Evaluation of a public transportation level of service concept

The level of service of a bus line is evaluated by its operational characteristics, particularly by the ratio between average bus travel time on a given route and the average passenger car travel time on the shortest distance between the origin and the destination of the bus in question. It is shown that the level-of-service measure may be predicted by such independent variables as route length, average distance between bus stations, number of signalized and unsignalized intersections, and the ratio between such intersections. It is hypothesized that use of other independent variables such as boarding and alighting passengers, or volume to capacity ratio on the route concerned, could improve the predictive power of the suggested models. Further research is recommended on the effect of these latter variables and other operational variables which might influence bus level of service, and also on the comparison between direct bus lines and lines which use transfer points.     

Measuring the satisfaction of multimodal travelers for local transit services in different urban contexts

The importance of measuring customer satisfaction for a public transport service is apparent, even beyond more immediate marketing purposes. The present paper shows how satisfaction measures can be exploited to gain insights on the relationship between personal attitudes, transit use and urban context. We consider nine satisfaction measures of urban transit services, as expressed by a representative sample of Italian multimodal travelers (i.e. users of both private cars and public transport). We use correlations and correspondence analyses to show if and how each attribute is related to the levels of use of public transport, and how the relationship is affected by the urban context. Then we apply a recently developed method to combine ordinal variables into one score, by adapting it to work with large samples and with satisfaction measures which have a neutral point in the scale (i.e. “neither satisfied nor dissatisfied”). The resulting overall satisfaction levels and frequency of use were not correlated in our sample. We also found the highest satisfaction levels in smaller towns and the lowest ones in metropolitan cities. Since we focus on multimodal travelers, an interpretation paradigm is proposed according to which transit services must be well evaluated by car drivers in smaller towns in order to be considered a real alternative to cars. On the other hand, transit is more competitive on factual elements in larger cities, so that it can still be used by drivers, even if it is not very well evaluated.     

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.     

A behavioural comparison of route choice on metro networks: Time,transfers, crowding,topology and socio-demographics

Understanding travellers’ behaviour is key element in transportation planning. This article presents a route choice model for metro networks that considers different time components as well as variables related to the transferring experience, train crowding, network topology and socio-demographic characteristics. The route choice model is applied to the London Underground and Santiago Metro networks, to make a comparison of the decision making process of the users on both cities. As all the variables are statistically significant, it is possible to affirm that public transport users take into account a wide variety of elements when choosing routes. While in London the travellers prefer to spend time walking, in Santiago is preferable to spend time waiting. Santiago Metro users are more willing to travel in crowded trains than London Underground users. Both user groups have a similar dispreference to transfers after controlling for the time spent on transfer, but different attitudes to ascending and descending transfers. Topological factors presented on a distorted Metro map are more important than actual topology to passengers’ route choice decisions.     

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.     

Scheduling considerations for a branching transit route

This paper addresses the impacts of different scheduling alternatives for a branching transit route. It examines different schedule alternatives that might be used to optimize the route performance in terms of the passenger traveling time distributed among branch passengers and trunk‐line passengers. The schedule alternatives considered include transit vehicle allocation to different branches, offset shifting across vehicles on different branches, and vehicle holding (slack time) in the transit vehicle schedule. With these variables, several vehicle schedules are devised and examined based on a wide variety of possible passenger boarding scenarios using deterministic service models. Test outcomes provide general conclusions about the performance of the strategies. Vehicle assignment leading to even headways among branches is generally preferred for the case of low passenger demand. However, when passenger demand is high, or the differences between the passenger demands on branches are significant, unequal vehicle assignment will be helpful to improve the overall route performance. Holding, as a proactive strategy in scheduling, has the potential to be embedded into the schedule as a type of slack time, but needs further evidence and study to determine the full set of conditions where it may be beneficial. Offset shifting does not show sufficient evidence to be an efficient strategy to improve route performance in the case of low or high passenger demand.     

A robust method for estimating transit passenger trajectories using automated data

Development of an origin-destination demand matrix is crucial for transit planning. The development process is facilitated by automated transit smart card data, making it possible to mine boarding and alighting patterns on an individual basis. This research proposes a novel trip chaining method which uses Automatic Fare Collection (AFC) and General Transit Feed Specification (GTFS) data to infer the most likely trajectory of individual transit passengers. The method relaxes the assumptions on various parameters used in the existing trip chaining algorithms such as transfer walking distance threshold, buffer distance for selecting the boarding location, time window for selecting the vehicle trip, etc. The method also resolves issues related to errors in GPS location recorded by AFC systems or selection of incorrect sub-route from GTFS data. The proposed trip chaining method generates a set of candidate trajectories for each AFC tag to reach the next tag, calculates the probability of each trajectory, and selects the most likely trajectory to infer the boarding and alighting stops. The method is applied to transit data from the Twin Cities, MN, which has an open transit system where passengers tap smart cards only once when boarding (or when alighting on pay-exit buses). Based on the consecutive tags of the passenger, the proposed algorithm is also modified for pay-exit cases. The method is compared to previous methods developed by the researchers and shows improvement in the number of inferred cases. Finally, results are visualized to understand the route ridership and geographical pattern of trips.