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.     

Logistics opportunities in Asia and development in Taiwan

The economy in Asia is growing rapidly. As a consequence, transportation and communication technologies and the changing needs of customers and shippers have resulted in Asian and Taiwan's logistics being in transition. This paper discusses why logistics changes, and explores the opportunities for Asian logistics development. The issues of logistics perspectives of private sectors in Taiwan are then raised. Finally, logistics development in Taiwan is described.     

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.     

Spreading distinctive insignia benefits from mobile service: evidence from a mobile application of transportation

ABSTRACT

Mobile commerce (m-commerce) faces a growing array of client devices for which applications are designed. Applications developed for general consumer use must be compatible with a wide range of devices. This research investigates how perceived usefulness and enjoyment affect intention to use a mobile application service (T-Express). In this study, we formulate a commitment model from the perspective of the social identity and technology acceptance perspective. Empirical data were collected by conducting a field survey of users of T-Express from Taiwan High Speed Rail Corporation (THSRC) stations in Taiwan. The main findings of the study are that wireless technology provides great value to businesses when it allows consumers to access real-time data to make timely decisions that either decrease costs or increase revenues; and to achieve a higher intention to use mobile applications, there should be a clear communication process between mobile application and passenger. Our findings indicate that one of the more overt illustrations of the power of packaging symbolism involves package design strategies that serve to provide a radical new upscale positioning for the THSRC brand.     

Assessing carbon reduction effects toward the mode shift of green transportation system

Plans are underway to introduce green transportation systems at Taiwan's famous scenic spot, Sun Moon Lake, to reduce carbon emissions. Carbon reduction effects after changing the current lake tour modes are assessed using a nested logit model with a stated preference survey, which investigated tourists' choice preferences. The empirical results reveal that the modes of electric bus, electric vehicle sharing, and bike are clustered in the same competitive group. Travel cost, in‐vehicle travel time, and out‐vehicle travel time are found to be statistically significant with the expected negative effects. In particular, the attribute of carbon reduction is only significant for green tourists, who are willing to pay US$ 3.5/kg of carbon saved. The result indicates that more efficient carbon reduction is possible by restricting the usage of gasoline vehicles rather than improving the service levels of low‐carbon modes. Notably, the effect of parking charges on emission reduction is equal to the amount of carbon dioxide absorbed by 4511 trees per day. Copyright © 2016 John Wiley & Sons, Ltd.     

High speed rail passenger segmentation and ticketing channel preference

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

ICE-design and operational aspects

On 2nd June 1991 the high speed rail era in Germany began with the introduction of the ICE (Inter-city express) on the Hamburg-Hannover-Kassel-Frankfurt-Munich line, the second ICE line followed one year later. The ICE concept and the technology of the ICE-train set marks the threshold of the 21st Century and demonstrates the as yet untapped development potential of the wheel-on-rail-system. With the development of the ICE a trainset is available which can be adapted to all European High Speed Rail lines.     

An analysis of the methods used to calculate the emissions of rolling stock in the UK

The aim of this paper is to analyse and compare the methods used for calculating emissions of UK rolling stock based on their type and mode of operation. The three modes under comparison were; diesel, electric and bi-mode. As well as comparing these three modes of operation, a comparison between Conventional, Freight and High Speed Rail was made. Alternate fuels were considered for diesel and bi-mode locomotives and compared based on their environmental impact. The emissions of trains were studied using three methods. Specifically, the three chosen methods were used to calculate the emissions of each train and a comparison of these methods was made. In the current UK energy climate, diesel trains emit less emissions than electric trains when factoring in mechanical and air resistances. Bi-mode trains have their place in the UK network but with electrification of the network currently in place, this mode of operation will become redundant in the near future. High Speed Rail, although time efficient, releases high emissions due to energy consumption increasing with the square of speed. Alternative fuels, such as biodiesel, should be a consideration for the future of rail, as emissions fall dramatically with content of biodiesel in fuel blends.     

Competition in the UK passenger railway industry: Prospects and problems

The promotion of competition between passenger train operators was a key aim of the 1992- 97 Conservative Government when it privatized British Rail. Although the potential for competition in the market was constrained through regulation at the time of the sale, competition for the market became intense. Regulatory controls are now being relaxed and the promotion of competition remains central to the present Labour Government's rail strategy, particularly in the form of a redefined and reinvigorated franchising programme. It seems to be generally accepted in policy-making circles that it is both possible and desirable to encourage competition in the UK's railway industry on the grounds that it can further enhance service quality across the network. This paper highlights some qualifications to this position and suggests that, for various reasons, a strong policy emphasis on market liberalization may be impractical or unsuitable, at least in the short to medium term.     

The association between light rail transit and satisfactions with travel and life: evidence from Twin Cities

Rail transit has been touted as a way to enhance livability, quality of life or satisfaction with life (SWL). However, the connections between transit and SWL are mainly conceptual, and little empirical evidence is available in the literature. Using the Hiawatha line in Minneapolis as a case, this study develops structural equations models on a 2011 dataset to explore the impacts of light rail transit (LRT) on SWL. We corroborate that the Hiawatha LRT positively influences SWL through enhanced access to different activities, and through improved transit service, enhanced accessibility, and their impacts on satisfaction with travel. The size of the impacts is marginal.     

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.     

Productivity changes in Taiwan's port industry incorporating environmental regulations on harbor water quality

Abstract

This paper evaluates the productivity changes in Taiwan's port industry for the period 2003–2007. Based on a ‘three-year-window’ data envelopment analysis method, Luenberger productivity indicators are employed to estimate the productivity changes that account for the success of attempts by port agents to control harbor water quality. This is one of the typical environmental concerns in port operations that prior studies on port productivity changes over time have not considered. The results show that the productivity of Taiwan's port industry has experienced growth over the study period, regardless of whether water quality has been considered or not. At a disaggregated level, however, if a port agent has succeeded in controlling water quality, but we do not consider it, the results will misclassify the agent by understating the port's productivity.     

Goods transportation by the French National Railway (SNCF): The measurement and marketing of reliability

Rail transportation that is timely and dependable can compete with the trucking mode for Just-In-Time (JIT) deliveries. SNCF, the French National Railway, has a number of such offerings that emphasize reliability of freight shipments. We describe several of these SNCF products. They have in common the nature of regularly-scheduled service: planned connections to specific trains at classification yards. We discuss ways that SNCF can measure reliability, monitor it, and market it. Third-party logistics services of the SNCF are summarized, as is marketing research by SNCF to update their product line in goods transportation. We conclude with possibilities for future research.     

Managing corporate social responsibility strategies of airports: The case of Taiwan’s Taoyuan International Airport Corporation

Airports need to manage corporate social responsibility (CSR) strategies for sustainable development. This paper develops a new structured approach for airports to evaluate, prioritize and categorize CSR strategies, using Taiwan’s Taoyuan International Airport Corporation (TIAC) as an example. Based on TIAC’s CSR-related activities, 18 CSR strategies grouped into 5 CSR goals (corporate governance and finance, green airport and environmental management, service quality and social relationship, employee and work environment management, and safety and security) are identified using the CSR value chain and diamond framework. The pairwise comparison method used in analytic hierarchy process and the decision-making trial and evaluation laboratory method are used respectively to evaluate the relative importance, feasibility and achievability of these 18 strategies and to analyze their causal relationships via expert questionnaire surveys. A new method is developed to plan and manage the implementation of CSR strategies by incorporating the viewpoints of both internal and external stakeholders, thus reflecting the practical effects and strategic implications of the CSR implementation. The result suggests that TIAC’s CSR strategies in relation to airport safety and security, service quality and corporate governance are most significant and have a high implementation priority. This paper contributes to the airport industry and CSR research by proposing a proactive mechanism for quantitatively evaluating, prioritizing and categorizing CSR strategies.     

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.     

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

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

Airline flight scheduling for oligopolistic competition with direct flights and a point to point network

In this research, we consider a flight scheduling problem for oligopolistic competition with direct flights and a point to point network. In this type of market situation, passengers are sensitive to the departure time of a flight rather than the transfer time. The airline needs to carefully consider the departure times of their competitors when determining their own. Therefore, unlike past approaches which have only considered one departure time for a competitor's flight, a flight scheduling framework is developed which takes into consideration possible competitor departure times. The framework includes two dependent stages which are repeatedly solved during the solution process. In addition, an upper bound model is also designed to evaluate the solution quality. Numerical tests are performed using data for Taiwan's outlying island route which is characterized by the above market situation. Satisfactory results are obtained, showing the good performance of the framework. Copyright © 2017 John Wiley & Sons, Ltd.     

Rail travel and the Leisure market in great Britain

The purpose of this paper is to examine the factors influencing and inducing leisure travel; to convey the sensitivity of rail travel receipts to the performance of the economy and more particularly family and personal disposable incomes; to examine the potential for further market research; and finally, to determine ways and means of attracting marginal revenue in the sustainable recreation/tourism sphere to a major public sector asset.

The paper focuses on leisure marketing by Britain's national railway corporation, British Rail (BR), and the relevant activities of its three passenger business sectors: Network SouthEast (NSE), which operates regional and local services in London and the South East (though not the London ‘tube’ system); Regional Railways, which operates regional and local services elsewhere in Great Britain; and InterCity, which operates the long distance express services.

The paper reviews BR's fares promotions of recent years and in particular draws on some examples taken from Regional Railways. This sector is now the only business of British Rail which in principle is subject to a significant public grant, to meet the obligation of a minimum level of service on social grounds. Of the other two passenger businesses, Network SouthEast receives a grant but the current intention is that it should operate on a breakeven basis from the 1992/93 financial year; InterCity runs on a purely commercial basis.     

Relationship between well-being and daily time use of elderly: evidence from the disabilities and use of time survey

According to US Census Bureau, the number of individuals in the age group above 65 years is expected to increase by more than 100% from the year 2000 to 2030. It is anticipated that increasing elderly population will put unforeseen demands on the transportation infrastructure due to the atypical mobility and travel needs of the elderly. Consequently, transportation professionals have attempted to understand the travel behavior of the elderly including the trip frequency, trip distance and mode choice decisions. Majority of the research on elderly travel behavior have focused on the mobility outcomes with limited research into understanding the tradeoffs made by this population segment in terms of their in-home and out-of-home activity engagement choices. The goal of the current research is to contribute to this line of inquiry by simultaneously exploring the daily activity engagement choices of the elderly Americans including their in-home and out-of-home activity participation (what activities to pursue) and time alloocation (duration of each activity) decisions while accounting for the temporal constraints. Further, the study attempts to explore the relationship between physical and subjective well-being and daily activity engagement decisions of the elderly; where subjective well-being is derived from reported needs satisfaction with life and different domains of it. To this end, data from the Disabilities and Use of Time survey of Panel Study of Income Dynamics was used to estimate a panel version of MDCEV model. In addition to person- and household-level demographic variables, activity participation and time use choices of elderly were found to vary across different levels of reported physical and subjective well-being measures. The model estimation results were plausible and provide interesting insights into the activity engagement choices of the elderly with implications for transportation policy development. Among other socio-demographic variables, living arrangements (living with family versus in elderly homes) were found to have significant influence on how people participate into different in-home versus out-of-home activities. For example, elderly living in the elderly home were found to participate more into out-of-home activities compared to people living with families. Elderly with disabilities were found to compensate lower participation into out-of-home activities with more participation into in-home activities. Considerable heterogeneity was observed in time engagement behavior of the elderly across reported levels of satisfaction with finance, job and cognitive needs. For example, elderly expressing high satisfaction with job was found to spend less time in in-home social activities. Elderly reporting higher satisfaction with finance were found to spend more time into OH social and shopping activities.