Analyzing the gap between the QOS demanded by PT users and QOS supplied by service operators |
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| Institution: | 1. College of Animal Science and Technology, Northwest A&F University, Yangling, Shaanxi, China;2. Ibaraki Study Center, The Open University of Japan, Mito, Japan;1. Lab. for Transport Engineering, Department of Civil and Environmental Engineering, University of Cyprus, 75 Kallipoleos Str., P.O. Box 20537, 1678 Nicosia, Cyprus;2. Chair of Transportation Systems Engineering, Department of Civil, Geo and Environmental Engineering, Technical University of Munich, Germany;1. Global Energy Interconnection Development and Cooperation Organization, Xicheng District, Beijing 100031, P. R. China;2. ABB (China) Ltd., Beijing Eco. & Tech. Development Area, Beijing 100176, P. R. China;3. State Key Laboratory of Electrical Insulation and Power Equipment, School of Electrical Engineering, Xi’an Jiaotong University, Xi’an 710049, Shaanxi Province, P. R. China;4. The University of Melbourne, Parkville, Victoria 3010, Australia;1. Department of Management Science, Lancaster University, Bailrigg, Lancaster LA1 4YX, United Kingdom;2. School of Civil Engineering, University of Leeds, Woodhouse Lane, Leeds LS2 9JT, United Kingdom;3. Institute for Transport Studies, University of Leeds, Woodhouse Lane, Leeds LS2 9JT, United Kingdom;1. University of Maryland, Department of Civil and Environmental Engineering, United States;2. Politecnico di Torino, Department of Environment, Land and Infrastructure Engineering, Italy |
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| Abstract: | 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. |
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| Keywords: | Bus transport Public transportation Quality of service Contract tendering |
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