Evaluating web site service quality in public transport: Evidence from Taiwan High Speed Rail

More and more public transport system passengers plan their trips by using website services. The passengers’ perceived service quality of a website plays a crucial role in recognizing the satisfaction of a transportation service chain. This study aims to investigate the passengers’ perception of electronic service quality (e-SQ) delivery through the Taiwan High Speed Rail’s (THSR) website, by adopting the Rasch measurement model to measure a subjective latent construct: perceived e-SQ. The Rasch model can compare person parameters with item parameters, which are then subjected to a logarithmic transformation along a logit scale to clearly identify which e-SQ measurement items are appreciated by certain passengers. Analytical results show substantial differences between the perceived e-SQ of various personal characteristics such as age, income, and trip types. Empirical results also demonstrate that passengers are most satisfied with the website’s accuracy of information and introduction to the THSR stations’ surrounding area, but are not satisfied with instructions when a transaction fails as well as the carriage layout of the THSR. Our analytical results also identify which service items lead to the perceived e-SQ difference between business trip and leisure trip passengers. The relationship between the two main attribute dimensions – quality of transportation information provided and quality of website services – are also further examined. The empirical results can help a transportation system service operator to better understand how passengers perceive e-SQ and to suggest what should be improved.     

The Movingo integrated ticket: seamless connections across the mälardalen region of Sweden

ABSTRACT

The need for improved public transport (PT) ticketing in ever-growing deregulated PT markets has made well-designed integrated ticketing systems a priority area of intervention for PT service providers around the world. Yet, very little practical evidence of its impacts are reported in Sweden and in the world at large. The focus of this study was the impacts of the Movingo integrated ticketing scheme in terms of PT patronage, user satisfaction and the perceived quality of the ticketing set-up. Three travel surveys were conducted along the Stockholm-Uppsala route. Methods including logistic regression and correlated t-tests were used to analyse the samples. The findings suggest that the scheme made rail commuting more attractive resulting in an overall increase of about 24% in ticket sales with 3% – 15% car commuters reporting that they patronised PT services after the project. The scheme also resulted in increased rail commuter satisfaction. The overall perceived quality of the ticketing set-up did not however improve due to interoperability challenges. Service providers’ uncertainty about equitable distribution of revenue among the participating service providers, interoperability challenges and the lack of interest among most of the participating service providers to sell Movingo tickets are some issues to be addressed.     

地铁车站票务设备节能优化研究

为解决城市轨道交通车站售票能力冗余导致城市电力资源及地铁公司运营成本闲置的问题,分析普通车站日常客流分布,综合考虑地铁车站售票设备成本和乘客的时间成本因素,建立地铁车站售票设备开启数量优化模型,同时通过排队论和Lingo软件进行计算,获得最优化的地铁车站售票设备开启数量。以郑州地铁农业南路站的日常客流为例,应用地铁车站售票设备开启数量优化模型,计算得到农业南路站售票设备优化方案,通过优化方案进行节能成果分析证明,该方案可有效节约城市电力资源及地铁公司运营成本。     

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).     

上海轨道交通电子化票务管理系统简介及应用

介绍了轨道交通现有手工票务管理系统的弊端和采用电子化票务管理系统的优势。在多年票务管理经验的基础上建立的全新电子化票务管理系统,具有帐务管理（包括票务实收、票务应收和银行资金）、票卡和发票管理（车票的库存、调拨、回收和发票的领用、缴销、调拨等管理）与报表管理（营收、票卡、客流报表和车站级、线路级和运营公司级的报表）3大...     

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.     

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.     

Characteristics analysis for travel behavior of transportation hub passengers using mobile phone data

The travel behavior of passengers from the transportation hub within the city area is critical for travel demand analysis, security monitoring, and supporting traffic facilities designing. However, the traditional methods used to study the travel behavior of the passengers inside the city are time and labor consuming. The records of the cellular communication provide a potential huge data source for this study to follow the movement of passengers. This study focuses on the passengers’ travel behavior of the Hongqiao transportation hub in Shanghai, China, utilizing the mobile phone data. First, a systematic and novel method is presented to extract the trip information from the mobile phone data. Several key travel characteristics of passengers, including passengers traveling inside the city and between cities, are analyzed and compared. The results show that the proposed method is effective to obtain the travel trajectories of mobile phone users. Besides, the travel behavior of incity passengers and external passengers are quite different. Then, the correlation analysis of the passengers’ travel trajectories is provided to research the availability of the comprehensive area. Moreover, the results of the correlation analysis further indicate that the comprehensive area of the Hongqiao hub plays a relatively important role in passengers’ daily travel.

     

Assessment of product debundling trends in the US airline industry: Customer service and public policy implications

This paper reviews product debundling trends that have occurred in the US airline industry. Multiple sources of ancillary fees related to ticketing refunds and exchanges, checked baggage, on-board pets, preferred and/or advanced seating assignments, frequent flyer ticket redemptions, and day of departure standby policies are reviewed. Despite the fact that both low cost and network carriers stress the importance of future ancillary fees in their investor reports, our assessment suggests that these fees will be more broadly adopted by low cost carriers. We anticipate that many network carriers will eliminate ancillary fees, particularly as they begin to recognize how these fees can impact other system performance objectives such as minimizing the number of misconnecting passengers. We estimate that the debundling phenomenon has diluted revenues to the US Airport and Airways Trust Fund by at least 5%.     

From willingness to action: Do push-pull-mooring factors matter for shifting to green transportation?

Motivating individuals to choose green transportation is becoming increasingly important. Based on push-pull-mooring framework, this study aims to explore how push, pull and mooring factors foster individual’s willingness to shift to green transportation. This study also analyzes the role of information provision in narrowing the gap between shifting willingness and behavior. The findings revealed that push factors, including perceived environmental threats and perceived inconvenience, drive individual’s mode-shift away from private cars, whereas the pull factors, including green transport policies and campaigns, and green transport system attract individual’s mode-shift to green transportation. Moreover, the mooring factor, namely inertia, not only negatively affects individual’s shifting willingness but also negatively moderates the effects of push and pull factors on individual’s shifting willingness. In addition, shifting willingness positively affects the shifting behavior and the information provision positively moderates the relationship among them. Such findings are vital to achieve the realization of China’s low-carbon goals.     

Finding optimal solutions for vehicle routing problem with pickup and delivery services with time windows: A dynamic programming approach based on state–space–time network representations

Optimization of on-demand transportation systems and ride-sharing services involves solving a class of complex vehicle routing problems with pickup and delivery with time windows (VRPPDTW). This paper first proposes a new time-discretized multi-commodity network flow model for the VRPPDTW based on the integration of vehicles’ carrying states within space–time transportation networks, so as to allow a joint optimization of passenger-to-vehicle assignment and turn-by-turn routing in congested transportation networks. Our three-dimensional state–space–time network construct is able to comprehensively enumerate possible transportation states at any given time along vehicle space–time paths, and further allows a forward dynamic programming solution algorithm to solve the single vehicle VRPPDTW problem. By utilizing a Lagrangian relaxation approach, the primal multi-vehicle routing problem is decomposed to a sequence of single vehicle routing sub-problems, with Lagrangian multipliers for individual passengers’ requests being updated by sub-gradient-based algorithms. We further discuss a number of search space reduction strategies and test our algorithms, implemented through a specialized program in C++, on medium-scale and large-scale transportation networks, namely the Chicago sketch and Phoenix regional networks.     

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.     

Differences in air passengers’ buying behaviour: findings from Korean and Australian international passengers

Abstract

This paper investigates how air passengers’ expectations, ticket price, airline service quality, value, passenger satisfaction and airline image determine their buying behaviour. To test the conceptual frameworks, path analysis was applied to data collected from Korean and Australian international passengers to examine differences between these two groups. Further analyses were undertaken on different passenger segments between national and foreign airline passengers. The results of the path analysis reveal that air passengers’ buying behaviour differs significantly between Korean and Australian international passengers. Results also reveal that the determinants of air passengers’ buying behaviour differ by airlines.     

Using spike model to reduce traffic congestion and improve public transportation in Malaysia

In this study, passengers’ willingness to pay (WTP) for and willingness to accept (WTA) improved public transportation and shift to public transportation in Malaysia were examined. Specifically, this study aimed to determine the factors or transport attributes that affect passenger WTA and WTP to shift to public transportation. The adopted methodology was based on a contingent valuation (CV) survey, which was conducted on a representative sample of a cross section in residents of Kajang, in Malaysia. This CV primary survey elicited the demand of passengers for improved public transportation. The spike model was adopted to avoid estimation errors caused by a large percentage of respondents who were unwilling to pay and accept at all. The estimation results showed that the best reduction rate for both travel time and cost was 45% among other amounts that range from 15% to 75%. The best parking cost increment was US$0.30 and the average WTP is US$0.68.     

Customized bus service design for jointly optimizing passenger-to-vehicle assignment and vehicle routing

Emerging transportation network services, such as customized buses, hold the promise of expanding overall traveler accessibility in congested metropolitan areas. A number of internet-based customized bus services have been planned and deployed for major origin-destination (OD) pairs to/from inner cities with limited physical road infrastructure. In this research, we aim to develop a joint optimization model for addressing a number of practical challenges for providing flexible public transportation services. First, how to maintain minimum loading rate requirements and increase the number of customers per bus for the bus operators to reach long-term profitability. Second, how to optimize detailed bus routing and timetabling plans to satisfy a wide range of specific user constraints, such as passengers’ pickup and delivery locations with preferred time windows, through flexible decision for matching passengers to bus routes. From a space-time network modeling perspective, this paper develops a multi-commodity network flow-based optimization model to formulate a customized bus service network design problem so as to optimize the utilization of the vehicle capacity while satisfying individual demand requests defined through space-time windows. We further develop a solution algorithm based on the Lagrangian decomposition for the primal problem and a space-time prism based method to reduce the solution search space. Case studies using both the illustrative and real-world large-scale transportation networks are conducted to demonstrate the effectiveness of the proposed algorithm and its sensitivity under different practical operating conditions.     

Estimation of rail passenger flow and system utilization with ticket transaction and gate data

Capturing the dynamics in passenger flow and system utilization over time and space is extremely important for railway operators. Previous studies usually estimated passenger flow using automatic fare collection data, and their applications are limited to a single stopping pattern and/or a single type of ticket. However, the conventional railway in Taiwan provides four types of ticket and five types of train service with a number of stopping patterns. This study develops a comprehensive framework and corresponding algorithms to map passenger flow and evaluate system utilization. A multinomial logit model is constructed and incorporated in the algorithms to estimate passenger train selection behavior. Results from the empirical studies demonstrate that the developed framework and algorithms can successfully match passengers with train services. With this tool, operators can efficiently examine passenger flow and service utilization, thereby quickly adjusting their service strategies accordingly to improve system performance.     

An aircraft boarding model with the group behavior and the quantity of luggage

A reasonable boarding model can effectively improve the boarding efficiency. Therefore, developing boarding models/strategies to improve the boarding efficiency has been an interesting topic in the air transportation. In this paper, we incorporate the group behavior and the quantity of luggage into the boarding process, and then develop an extended boarding model to investigate the effects of the two factors on the delay time and boarding time. The numerical results show that the quantity of luggage may make each passenger’s boarding behavior more complex, while the group behavior can shorten some passengers’ delay time and the total boarding time. The results can help administrators organize the boarding process and enhance the boarding efficiency.     

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 Integrated Model on Mobile Payment Acceptance (IMMPA): An empirical application to public transport

This study examines the users’ acceptance and usage of mobile payments, focusing on the mobile ticketing technologies applied in a public transport context. We investigate the main predictors of the intention to use mobile ticketing and the relation between those predictors, considering the prominent literature on users’ technology acceptance background and extending the knowledge through an innovative contribution. The main models of reference in this study are the Technology Acceptance Model (TAM), the Diffusion of Innovation Model (DOI) and the Unified Theory of Acceptance and Use of Technology (UTAUT) model. The new model that we proposed is called the Integrated Model on Mobile Payment Acceptance (IMMPA), and it was designed specifically for mobile payments in the public transport, on the basis of the models previously mentioned. It was developed by mixing the variables of the existing models and adding new ones tailored to the mobile payment/ticketing framework. The theoretical framework was tested using the Structural Equation Models. The results show that the intention to use a technology is affected by the Usefulness, Ease of use and the Security of that technology. Moreover, the Usefulness is simultaneously influenced by the Ease of use, the Compatibility with users’ values and needs and their Attitude towards mobile services. Furthermore, the model confirms the direct relation between the intention to use a technology and its actual usage. The new predictor, that is the Attitude towards mobile services, includes those requirements that every mobile ticketing payment must address in this context: complete information, further information about time and delay, speed of use, intuitive interface, and path customisation. Another new construct detected is the Security, in reference to mobile payment. Because it could represent an obstacle to mobile ticketing distribution, it must be considered by market operators. The originality of the paper addresses the realisation of a new model, the IMMPA, which was specifically designed for mobile payment in the public transport.     

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.