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Using AHP to measure the perception gap between current and potential users of bus services

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  • Moataz Mahmoud
  • Julian Hine

Abstract

This study develops a multicriteria evaluation of user perception towards bus transit services and measures the gap in the perceptions held by current and potential users. A review of the transport quality literature indicates that both preference and satisfaction measures have been implemented to provide a comprehensive perception-based evaluation of bus quality. Although attempts have been made to evaluate user perception through a separate analysis of each (preference and/or satisfaction), the application of multicriteria quality measures are limited. A multicriteria quality measure not only offers more than just information on the daily experience of users but also knowledge of the internal process of quality evaluation (drivers/barriers). The multicriteria measure utilises the data of 512 questionnaires, whereby user perceptions were expressed through judgments of importance and satisfaction based on a set of 29 quality indicators classified into six attributes. Firstly, the study develops analytical hierarchy process (AHP) models to measure user preference. Secondly, a weighted perception index (WPI) of both preference and satisfaction is developed through a multicriteria model. Finally, multivariate analysis of variance (MANOVA) is conducted to identify the level of variation in the perception of both current and potential users towards bus service quality. The results show that although both current and potential users place a higher importance towards the same indicators, they do not share the same pattern of preferences (values and/or order). In addition, the study found that the interaction between preferences and satisfaction generated new patterns of subjective evaluation, and that these patterns vary significantly by user category.

Suggested Citation

  • Moataz Mahmoud & Julian Hine, 2013. "Using AHP to measure the perception gap between current and potential users of bus services," Transportation Planning and Technology, Taylor & Francis Journals, vol. 36(1), pages 4-23, February.
    • Handle: RePEc:taf:transp:v:36:y:2013:i:1:p:4-23
    DOI: 10.1080/03081060.2012.745316
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    Cited by:

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    4. Chitresh KUMAR & Anirban GANGULY, 2018. "Travelling Together But Differently: Comparing Variations In Public Transit User Mode Choice Attributes Across New Delhi And New York," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 13(3), pages 54-73, August.
    5. Sharma, Deepa & Pandit, Debapratim, 2021. "Determining the level of service measures to evaluate service quality of fixed-route shared motorized para-transit services," Transport Policy, Elsevier, vol. 100(C), pages 176-186.
    6. Lin, Hsiu-Fen & Huang, Yi-Wen, 2015. "Using analytic network process to measure the determinants of low cost carriers purchase intentions: A comparison of potential and current customers," Journal of Air Transport Management, Elsevier, vol. 49(C), pages 9-16.
    7. Tyndall, Justin, 2018. "Bus quality improvements and local commuter mode share," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 173-183.
    8. 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.
    9. Mustafa Hamurcu & Tamer Eren, 2020. "Strategic Planning Based on Sustainability for Urban Transportation: An Application to Decision-Making," Sustainability, MDPI, vol. 12(9), pages 1-24, April.
    10. Mohammad Rashid & Debapratim Pandit, 2019. "Analysis of service quality of household toilets expected by households practicing open defecation: a study in rural settlements of Bihar, India," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 21(5), pages 2487-2506, October.
    11. Mohamed, Moataz & Higgins, Chris & Ferguson, Mark & Kanaroglou, Pavlos, 2016. "Identifying and characterizing potential electric vehicle adopters in Canada: A two-stage modelling approach," Transport Policy, Elsevier, vol. 52(C), pages 100-112.
    12. Luis A. Guzman & Victor A. Cantillo-Garcia & Julian Arellana & Olga L. Sarmiento, 2023. "User expectations and perceptions towards new public transport infrastructure: evaluating a cable car in Bogotá," Transportation, Springer, vol. 50(3), pages 751-771, June.
    13. 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).
    14. Eldeeb, Gamal & Mohamed, Moataz & Páez, Antonio, 2021. "Built for active travel? Investigating the contextual effects of the built environment on transportation mode choice," Journal of Transport Geography, Elsevier, vol. 96(C).
    15. Mohammad Rashid & Debapratim Pandit, 2017. "Determination of appropriate service quality attributes for household toilets in rural settlements of India based on user perception," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 19(4), pages 1381-1406, August.
    16. Eldeeb, Gamal & Sears, Sean & Mohamed, Moataz, 2023. "What do users want from transit? Qualitative analysis of current and potential users' perceptions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 171(C).
    17. Sheng-Long Lee & Ping-Chuan Chen & Wu Chiang Chan & Shiu-Wan Hung, 2015. "A three-stage decision-making model for selecting electric vehicle battery technology," Transportation Planning and Technology, Taylor & Francis Journals, vol. 38(7), pages 761-776, October.
    18. Gamal Eldeeb & Moataz Mohamed, 2020. "Understanding the Transit Market: A Persona-Based Approach for Preferences Quantification," Sustainability, MDPI, vol. 12(9), pages 1-20, May.
    19. Yeongmin Kwon & Suji Kim & Hyungjoo Kim & Jihye Byun, 2020. "What Attributes Do Passengers Value in Electrified Buses?," Energies, MDPI, vol. 13(10), pages 1-14, May.
    20. 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.
    21. Pandit, Debapratim & Sharma, Deepa, 2022. "Expected service dimensions and service levels for paratransit considering future mobility needs in emerging countries," Transportation Research Part A: Policy and Practice, Elsevier, vol. 162(C), pages 1-13.
    22. Park, Keunhyun & Farb, Anna & Chen, Shuolei, 2021. "First-/last-mile experience matters: The influence of the built environment on satisfaction and loyalty among public transit riders," Transport Policy, Elsevier, vol. 112(C), pages 32-42.
    23. Raghad Almashhour & Mohamed AlQahtani & Malick Ndiaye, 2023. "Highway Transportation, Health, and Social Equity: A Delphi-ANP Approach to Sustainable Transport Planning," Sustainability, MDPI, vol. 15(22), pages 1-38, November.
    24. Jaiswal, Deepak & Deshmukh, Arun Kumar & Thaichon, Park, 2022. "Who will adopt electric vehicles? Segmenting and exemplifying potential buyer heterogeneity and forthcoming research," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).

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