IDEAS home Printed from https://ideas.repec.org/a/kap/transp/v44y2017i5d10.1007_s11116-016-9688-4.html
   My bibliography  Save this article

Public transport service-quality elements based on real-time operational tactics

Author

Listed:
  • Mahmood Mahmoodi Nesheli

    (University of Auckland)

  • Avishai (Avi) Ceder

    (University of Auckland
    Technion-Israel Institute of Technology)

  • Robin Brissaud

    (University of Auckland)

Abstract

Public transport (PT) real-time control actions, such as daily implementation of operational tactics, play a vital role in service reliability because of allowing for improvement of the quality of service perceived by passengers. Applying appropriate tactics leads to increased service reliability, reduced passenger waiting time, prevention of missed transfers and curtail passenger frustrations. To date, various studies have investigated the efficiency of using real time tactics and its effects on PT system performance. Yet, passenger perception related to various operational tactics remains one of the most poorly understood aspects of PT operations. The purpose of this study is to cultivate an understanding of what constitutes PT service quality (SQ) at the operational level, using real time operational tactics based on user-centric performance measures. SQ as a measure of serviceability in a PT system has been evaluated in relation to four definitive factors: performance, information, operational tactics, and travel time. A conjoint analysis combined with cluster analysis is developed to capture the most important factors in evaluating the SQ process. Two case studies, each from a different country, have been selected. One is at a major terminal in Auckland, New Zealand, and the other in Lyon, France. The findings show which attributes are important in assessing SQ and how they vary in importance in different case studies.

Suggested Citation

  • Mahmood Mahmoodi Nesheli & Avishai (Avi) Ceder & Robin Brissaud, 2017. "Public transport service-quality elements based on real-time operational tactics," Transportation, Springer, vol. 44(5), pages 957-975, September.
    • Handle: RePEc:kap:transp:v:44:y:2017:i:5:d:10.1007_s11116-016-9688-4
    DOI: 10.1007/s11116-016-9688-4
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11116-016-9688-4
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s11116-016-9688-4?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Delgado, Felipe & Munoz, Juan Carlos & Giesen, Ricardo, 2012. "How much can holding and/or limiting boarding improve transit performance?," Transportation Research Part B: Methodological, Elsevier, vol. 46(9), pages 1202-1217.
    2. Grotenhuis, Jan-Willem & Wiegmans, Bart W. & Rietveld, Piet, 2007. "The desired quality of integrated multimodal travel information in public transport: Customer needs for time and effort savings," Transport Policy, Elsevier, vol. 14(1), pages 27-38, January.
    3. Redman, Lauren & Friman, Margareta & Gärling, Tommy & Hartig, Terry, 2013. "Quality attributes of public transport that attract car users: A research review," Transport Policy, Elsevier, vol. 25(C), pages 119-127.
    4. Nathanail, Eftihia, 2008. "Measuring the quality of service for passengers on the hellenic railways," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(1), pages 48-66, January.
    5. dell'Olio, Luigi & Ibeas, Angel & Cecín, Patricia, 2010. "Modelling user perception of bus transit quality," Transport Policy, Elsevier, vol. 17(6), pages 388-397, November.
    6. Chowdhury, Subeh & Ceder, Avishai (Avi) & Schwalger, Bradley, 2015. "The effects of travel time and cost savings on commuters’ decision to travel on public transport routes involving transfers," Journal of Transport Geography, Elsevier, vol. 43(C), pages 151-159.
    7. Hensher, David A. & Stopher, Peter & Bullock, Philip, 2003. "Service quality--developing a service quality index in the provision of commercial bus contracts," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(6), pages 499-517, July.
    8. Beirão, Gabriela & Sarsfield Cabral, J.A., 2007. "Understanding attitudes towards public transport and private car: A qualitative study," Transport Policy, Elsevier, vol. 14(6), pages 478-489, November.
    9. Eboli, Laura & Mazzulla, Gabriella, 2011. "A methodology for evaluating transit service quality based on subjective and objective measures from the passenger's point of view," Transport Policy, Elsevier, vol. 18(1), pages 172-181, January.
    10. Eboli, Laura & Mazzulla, Gabriella, 2012. "Performance indicators for an objective measure of public transport service quality," European Transport \ Trasporti Europei, ISTIEE, Institute for the Study of Transport within the European Economic Integration, issue 51, pages 1-4.
    11. S. Murray & D. Walton & J. Thomas, 2010. "Attitudes towards public transport in New Zealand," Transportation, Springer, vol. 37(6), pages 915-929, November.
    12. Lyons, Glenn & Urry, John, 2005. "Travel time use in the information age," Transportation Research Part A: Policy and Practice, Elsevier, vol. 39(2-3), pages 257-276.
    13. Wardman, Mark, 2004. "Public transport values of time," Transport Policy, Elsevier, vol. 11(4), pages 363-377, October.
    14. Recker, Will & Chung, Younshik & Park, Jiyoung & Wang, Lesley & Chen, Anthony & Ji, Zhaowang & Liu, Henry & Horrocks, Matthew & Oh, Jun-Seok, 2005. "Considering Risk-Taking Behavior in Travel Time Reliability," Institute of Transportation Studies, Research Reports, Working Papers, Proceedings qt59v844cr, Institute of Transportation Studies, UC Berkeley.
    15. Mark D. Hickman, 2001. "An Analytic Stochastic Model for the Transit Vehicle Holding Problem," Transportation Science, INFORMS, vol. 35(3), pages 215-237, August.
    16. Bates, John & Polak, John & Jones, Peter & Cook, Andrew, 0. "The valuation of reliability for personal travel," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 37(2-3), pages 191-229, April.
    17. Dziekan, Katrin & Kottenhoff, Karl, 2007. "Dynamic at-stop real-time information displays for public transport: effects on customers," Transportation Research Part A: Policy and Practice, Elsevier, vol. 41(6), pages 489-501, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Papadima, Georgia & Genitsaris, Evangelos & Karagiotas, Ioannis & Naniopoulos, Aristotelis & Nalmpantis, Dimitrios, 2020. "Investigation of acceptance of driverless buses in the city of Trikala and optimization of the service using Conjoint Analysis," Utilities Policy, Elsevier, vol. 62(C).
    2. Eldeeb, Gamal & Mohamed, Moataz, 2022. "Consumers oriented investments in transit service quality improvements: The best bang for your buck," Research in Transportation Economics, Elsevier, vol. 94(C).
    3. Liping Ge & Stefan Voß & Lin Xie, 2022. "Robustness and disturbances in public transport," Public Transport, Springer, vol. 14(1), pages 191-261, March.
    4. Pawel DROŹDZIEL & Iwona RYBICKA & Eva BRUMERCIKOVA & Bibiana BUKOVA, 2019. "The Application Of The Progressive Decision-Making Methods In The Electronic Payment System In Public Transport," Transport Problems, Silesian University of Technology, Faculty of Transport, vol. 14(3), pages 135-144, September.
    5. Eldeeb, Gamal & Mohamed, Moataz, 2020. "Quantifying preference heterogeneity in transit service desired quality using a latent class choice model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 139(C), pages 119-133.
    6. Hemant Kumar Suman & Nomesh B. Bolia, 2019. "Mitigation of overcrowding in buses through bus planning," Public Transport, Springer, vol. 11(1), pages 159-187, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chowdhury, Subeh & Ceder, Avishai (Avi), 2016. "Users’ willingness to ride an integrated public-transport service: A literature review," Transport Policy, Elsevier, vol. 48(C), pages 183-195.
    2. Rong, Rui & Liu, Lishan & Jia, Ning & Ma, Shoufeng, 2022. "Impact analysis of actual traveling performance on bus passenger’s perception and satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 160(C), pages 80-100.
    3. Mulley, Corinne & Clifton, Geoffrey Tilden & Balbontin, Camila & Ma, Liang, 2017. "Information for travelling: Awareness and usage of the various sources of information available to public transport users in NSW," Transportation Research Part A: Policy and Practice, Elsevier, vol. 101(C), pages 111-132.
    4. repec:hal:wpaper:hal-00827972 is not listed on IDEAS
    5. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    6. Monchambert, Guillaume & de Palma, André, 2014. "Public transport reliability and commuter strategy," Journal of Urban Economics, Elsevier, vol. 81(C), pages 14-29.
    7. Wan, Dan & Kamga, Camille & Liu, Jun & Sugiura, Aaron & Beaton, Eric B., 2016. "Rider perception of a “light” Bus Rapid Transit system - The New York City Select Bus Service," Transport Policy, Elsevier, vol. 49(C), pages 41-55.
    8. Hernandez, Sara & Monzon, Andres & de Oña, Rocío, 2016. "Urban transport interchanges: A methodology for evaluating perceived quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 31-43.
    9. Ganji, S.S. & Ahangar, A.N. & Awasthi, Anjali & Jamshidi Bandari, Smaneh, 2021. "Psychological analysis of intercity bus passenger satisfaction using Q methodology," Transportation Research Part A: Policy and Practice, Elsevier, vol. 154(C), pages 345-363.
    10. Aydin, Nezir & Celik, Erkan & Gumus, Alev Taskin, 2015. "A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul," Transportation Research Part A: Policy and Practice, Elsevier, vol. 77(C), pages 61-81.
    11. Grisé, Emily & El-Geneidy, Ahmed, 2017. "Evaluating the relationship between socially (dis)advantaged neighbourhoods and customer satisfaction of bus service in London, U.K," Journal of Transport Geography, Elsevier, vol. 58(C), pages 166-175.
    12. Suman, Hemant K. & Bolia, Nomesh B. & Tiwari, Geetam, 2017. "Comparing public bus transport service attributes in Delhi and Mumbai: Policy implications for improving bus services in Delhi," Transport Policy, Elsevier, vol. 56(C), pages 63-74.
    13. Carreira, Rui & Patrício, Lia & Natal Jorge, Renato & Magee, Chris, 2014. "Understanding the travel experience and its impact on attitudes, emotions and loyalty towards the transportation provider–A quantitative study with mid-distance bus trips," Transport Policy, Elsevier, vol. 31(C), pages 35-46.
    14. Alessandro Vitale & Giuseppe Guido & Daniele Rogano, 2016. "A smartphone based DSS platform for assessing transit service attributes," Public Transport, Springer, vol. 8(2), pages 315-340, September.
    15. Chica-Olmo, Jorge & Gachs-Sánchez, Héctor & Lizarraga, Carmen, 2018. "Route effect on the perception of public transport services quality," Transport Policy, Elsevier, vol. 67(C), pages 40-48.
    16. Celik, Erkan & Aydin, Nezir & Gumus, Alev Taskin, 2014. "A multiattribute customer satisfaction evaluation approach for rail transit network: A real case study for Istanbul, Turkey," Transport Policy, Elsevier, vol. 36(C), pages 283-293.
    17. Tiago Camacho & Marcus Foth & Andry Rakotonirainy & Markus Rittenbruch & Jonathan Bunker, 2016. "The role of passenger-centric innovation in the future of public transport," Public Transport, Springer, vol. 8(3), pages 453-475, December.
    18. Zhou, Chang & Tian, Qiong & Wang, David Z.W., 2022. "A novel control strategy in mitigating bus bunching: Utilizing real-time information," Transport Policy, Elsevier, vol. 123(C), pages 1-13.
    19. Chakrabarti, Sandip & Giuliano, Genevieve, 2015. "Does service reliability determine transit patronage? Insights from the Los Angeles Metro bus system," Transport Policy, Elsevier, vol. 42(C), pages 12-20.
    20. Juan Oña & Rocío Oña & Griselda López, 2016. "Transit service quality analysis using cluster analysis and decision trees: a step forward to personalized marketing in public transportation," Transportation, Springer, vol. 43(5), pages 725-747, September.
    21. Puteri Paramita & Zuduo Zheng & Md Mazharul Haque & Simon Washington & Paul Hyland, 2018. "User satisfaction with train fares: A comparative analysis in five Australian cities," PLOS ONE, Public Library of Science, vol. 13(6), pages 1-26, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:transp:v:44:y:2017:i:5:d:10.1007_s11116-016-9688-4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.