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Perceived service quality in bus transit service: A structural equation approach

This paper presents applications of the Transit Capacity and Quality of Service Manual (TCQSM) methodologies to fixed-route transit systems in Mexico. The applications are focused on the quality of service part of the manual. The TCQSM provides a simple and clear way to analyze transit systems in other countries such as Mexico as there are no significant differences with transit systems in the US. However, several factors and thresholds such as walking distance, passenger load factors, transit supportive areas and the difference between transit and auto travel times should be further researched and adapted to local conditions since these values have a significant effect on the determination of the appropriate level-of-service (LOS). Furthermore, there are other performance measures such as on-time reliability, safety and security, and headway adherence that are not commonly reported by transit systems in Mexico and therefore, the TCQSM methodologies are not applicable. The paper describes the applications and the adjustments necessary to apply such methodologies and highlights its advantages and limitations for applications in Mexico.

Transit Capacity and Quality-of-Service Manual: Applications to Mexican Transit Systems

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The growth of literature in the field of quality of service in the public transport PT sector shows increasing concern for a better understanding of the factors affecting service quality SQ in PT organizations and companies. A large variety of approaches to SQ have been developed in recent years owing to the complexity of the concept; the broad range of attributes required to evaluate SQ; and the imprecision, subjectivity, and heterogeneous nature of the data used to analyze it. Most of these approaches are based on customer satisfaction surveys. This paper seeks to summarize the evolution of research and current thinking as it relates to the different methodological approaches for SQ evaluation in the PT sector over the years and to provide a discussion of future directions.

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Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches

A key aspect to take into consideration when developing indices to evaluate transit service quality is to determine how much weight passengers give to each attribute when making a global assessment of service quality (SQ). The simplest method of a direct question in customer satisfaction survey (CSS) poses a number of problems, and therefore statistical regression methods have been developed to infer attribute importance on the basis of CSS or stated preference surveys. However, most regression models have their own model assumptions and pre-defined underlying relationships between dependant and independent variables. If these assumptions are violated, the model could lead to erroneous estimations. This paper proposes using a classification and regression tree (CART) that does not require any pre-defined underlying relationship between dependent and independents variables, to identify the key factors affecting bus transit quality of service. The paper uses the data gathered in a CSS conducted on the Granada metropolitan transit system in 2007, which was a non-research oriented survey. Two CART models were developed to compare the key attributes identified before and after making passengers reflect on the main aspects of the system. The outcomes show that, in a preliminary evaluation, passenger perception of SQ is basically influenced by frequency. After being asked to evaluate all the attributes, however, other attributes (e.g. proximity, speed and safety) become more important than frequency.

A classification tree approach to identify key factors of transit service quality

Knowing passengers’ behavioural intentions to use transit service can be a useful support for transit managers and marketers who can define the most convenient strategies to satisfy existing passengers and attract new ones. We retain that analysing passengers’ intentions to continue to use transit services in the future together with relevant concepts such as service quality and customer satisfaction is fundamental to understand passengers’ behaviour. For this reason, in this paper we propose a structural equation model for investigating on the relationship among some aspects influencing passengers’ behavioural intentions towards the use of transit services. The light rail transit (LRT) of Seville (Spain) offers the transit service supporting our work. We collected through an ad-hoc survey the opinions of the passengers about the used LRT system and transit system in general, and we propose a methodology to explain how passengers’ opinions influence their intentions to use the LRT again. Among the...

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Papers

Perceived service quality in bus transit service: A structural equation approach

Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches

A classification tree approach to identify key factors of transit service quality

Transit passengers’ behavioural intentions: the influence of service quality and customer satisfaction

Heterogeneity in Perceptions of Service Quality among Groups of Railway Passengers