IDEAS home Printed from https://ideas.repec.org/a/eee/transa/v94y2016icp622-637.html
   My bibliography  Save this article

Analyzing the gap between the QOS demanded by PT users and QOS supplied by service operators

Author

Listed:
  • Epstein, Bryan
  • Givoni, Moshe

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.

Suggested Citation

  • Epstein, Bryan & Givoni, Moshe, 2016. "Analyzing the gap between the QOS demanded by PT users and QOS supplied by service operators," Transportation Research Part A: Policy and Practice, Elsevier, vol. 94(C), pages 622-637.
    • Handle: RePEc:eee:transa:v:94:y:2016:i:c:p:622-637
    DOI: 10.1016/j.tra.2016.10.021
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0965856416302403
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.tra.2016.10.021?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. Stanley, John & van de Velde, Didier, 2008. "Risk and reward in public transport contracting," Research in Transportation Economics, Elsevier, vol. 22(1), pages 20-25, January.
    2. van de Velde, Didier & Wallis, Ian, 2013. "‘Regulated deregulation’ of local bus services—An appraisal of international developments," Research in Transportation Economics, Elsevier, vol. 39(1), pages 21-33.
    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. Hensher, David A. & Stanley, John, 2010. "Contracting regimes for bus services: What have we learnt after 20 years?," Research in Transportation Economics, Elsevier, vol. 29(1), pages 140-144.
    5. Merkert, Rico & Hensher, David A., 2013. "Regulation, trust and contractual incentives around transport contracts – Is there anything bus operators can learn from public air service contracts?," Research in Transportation Economics, Elsevier, vol. 39(1), pages 67-78.
    6. 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.
    7. Gatta, Valerio & Marcucci, Edoardo, 2007. "Quality and public transport service contracts," European Transport \ Trasporti Europei, ISTIEE, Institute for the Study of Transport within the European Economic Integration, issue 36, pages 92-106.
    8. William Roy & Anne Yvrande-Billon, 2007. "Ownership, Contractual Practices and Technical Efficiency: The Case of Urban Public Transport in France," Université Paris1 Panthéon-Sorbonne (Post-Print and Working Papers) halshs-00107375, HAL.
    9. Mouwen, Arnoud & Rietveld, Piet, 2013. "Does competitive tendering improve customer satisfaction with public transport? A case study for the Netherlands," Transportation Research Part A: Policy and Practice, Elsevier, vol. 51(C), pages 29-45.
    10. dell'Olio, Luigi & Ibeas, Angel & Cecin, Patricia, 2011. "The quality of service desired by public transport users," Transport Policy, Elsevier, vol. 18(1), pages 217-227, January.
    11. Nash, Chris & Wolanski, Michal, 2010. "Workshop report - Benchmarking the outcome of competitive tendering," Research in Transportation Economics, Elsevier, vol. 29(1), pages 6-10.
    12. Laura Eboli & Gabriella Mazzulla, 2008. "A Stated Preference Experiment for Measuring Service Quality in Public Transport," Transportation Planning and Technology, Taylor & Francis Journals, vol. 31(5), pages 509-523, February.
    13. William Roy & Anne Yvrande-Billon, 2007. "Ownership, Contractual Practices and Technical Efficiency: The Case of Urban Public Transport in France," Journal of Transport Economics and Policy, University of Bath, vol. 41(2), pages 257-282, May.
    14. 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.
    15. Preston, John & Almutairi, Talal, 2013. "Evaluating the long term impacts of transport policy: An initial assessment of bus deregulation," Research in Transportation Economics, Elsevier, vol. 39(1), pages 208-214.
    16. 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.
    17. van de Velde, Didier & Veeneman, Wijnand & Lutje Schipholt, Lars, 2008. "Competitive tendering in The Netherlands: Central planning vs. functional specifications," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(9), pages 1152-1162, November.
    18. Eerdmans, David A. & van Kooij, Sebastiaan C.E. & van de Velde, Didier M. & Westerink, Hans, 2010. "Are we doing it wrong or do we expect too much? Forces that push authorities to become public transport designers," Research in Transportation Economics, Elsevier, vol. 29(1), pages 133-139.
    19. Ida, Yoram & Talit, Gal, 2015. "Regulation of public bus services: The Israeli experience," Transport Policy, Elsevier, vol. 42(C), pages 156-165.
    20. Stanley, John & Hensher, David A., 2008. "Delivering trusting partnerships for route bus services: A Melbourne case study," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(10), pages 1295-1301, December.
    21. Savage, Ian, 1993. "Deregulation and Privatization of Britain's Local Bus Industry," Journal of Regulatory Economics, Springer, vol. 5(2), pages 143-158, June.
    22. David A. Hensher & Ian P. Wallis, 2005. "Competitive Tendering as a Contracting Mechanism for Subsidising Transport: The Bus Experience," Journal of Transport Economics and Policy, University of Bath, vol. 39(3), pages 295-322, September.
    23. Jamie Montague Fischer & Mshadoni Smith & Adjo Amekudzi Kennedy, 2014. "Why and How to Use Customer Opinions: A Quality-of-Life and Customer Satisfaction-Oriented Foundation for Performance-Based Decision-Making," Transport Reviews, Taylor & Francis Journals, vol. 34(1), pages 86-101, January.
    24. Itf, 2011. "Better Economic Regulation: The Role of the Regulator," International Transport Forum Discussion Papers 2011/3, OECD Publishing.
    25. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2016. "Index numbers for monitoring transit service quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 18-30.
    26. William Roy & Anne Yvrande-Billon, 2007. "Ownership, Contractual Practices and Technical Efficiency: The Case of Urban Public Transport in France," Post-Print halshs-00107375, HAL.
    27. Hensher, David A. & Stanley, John, 2003. "Performance-based quality contracts in bus service provision," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(6), pages 519-538, 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. Matthias Aistleitner & Christian Grimm & Jakob Kapeller, 2018. "Auftragsvergabe, Leistungsqualitaet und Kostenintensitaet im Schienenpersonenverkehr. Eine internationale Perspektive," ICAE Working Papers 86, Johannes Kepler University, Institute for Comprehensive Analysis of the Economy.
    2. Zhang, Junyi & Hayashi, Yoshitsugu & Frank, Lawrence D., 2021. "COVID-19 and transport: Findings from a world-wide expert survey," Transport Policy, Elsevier, vol. 103(C), pages 68-85.
    3. Yao, Di & Xu, Liqun & Zhang, Chunqin & Li, Jinpei, 2021. "Revisiting the interactions between bus service quality, car ownership and mode use: A case study in Changzhou, China," Transportation Research Part A: Policy and Practice, Elsevier, vol. 154(C), pages 329-344.

    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. Sheng, Dian & Meng, Qiang, 2020. "Public bus service contracting: A critical review and future research opportunities," Research in Transportation Economics, Elsevier, vol. 83(C).
    2. Filippini, M. & Koller, M. & Masiero, G., 2015. "Competitive tendering versus performance-based negotiation in Swiss public transport," Transportation Research Part A: Policy and Practice, Elsevier, vol. 82(C), pages 158-168.
    3. Bouf, Dominique & Faivre d’Arcier, Bruno, 2015. "The looming crisis in French public transit," Transport Policy, Elsevier, vol. 42(C), pages 34-41.
    4. Ida, Yoram & Talit, Gal, 2015. "Regulation of public bus services: The Israeli experience," Transport Policy, Elsevier, vol. 42(C), pages 156-165.
    5. Canıtez, Fatih & Çelebi, Dilay & Deveci, Muhammet & Kuvvetli, Yusuf, 2019. "Selecting an optimal contractual payment model for Istanbul's public bus operators using non-linear mathematical programming," Research in Transportation Economics, Elsevier, vol. 76(C).
    6. Germà Bel & Jordi Rosell, 2016. "Public and Private Production in a Mixed Delivery System: Regulation, Competition and Costs," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 35(3), pages 533-558, June.
    7. Zhang, Chunqin & Juan, Zhicai & Lu, Weite & Xiao, Guangnian, 2016. "Do the organizational forms affect passenger satisfaction? Evidence from Chinese public transport service," Transportation Research Part A: Policy and Practice, Elsevier, vol. 94(C), pages 129-148.
    8. Tiznado, Ignacio & Galilea, Patricia & Delgado, Felipe & Niehaus, Markus, 2014. "Incentive schemes for bus drivers: The case of the public transit system in Santiago, Chile," Research in Transportation Economics, Elsevier, vol. 48(C), pages 77-83.
    9. Hirschhorn, Fabio & Veeneman, Wijnand & van de Velde, Didier, 2018. "Inventory and rating of performance indicators and organisational features in metropolitan public transport: A worldwide Delphi survey," Research in Transportation Economics, Elsevier, vol. 69(C), pages 144-156.
    10. Hirschhorn, Fabio & Veeneman, Wijnand & van de Velde, Didier, 2019. "Organisation and performance of public transport: A systematic cross-case comparison of metropolitan areas in Europe, Australia, and Canada," Transportation Research Part A: Policy and Practice, Elsevier, vol. 124(C), pages 419-432.
    11. Nayan, Ashish & Wang, David Z.W., 2017. "Optimal bus transit route packaging in a privatized contracting regime," Transportation Research Part A: Policy and Practice, Elsevier, vol. 97(C), pages 146-157.
    12. Mouwen, Arnoud & van Ommeren, Jos, 2016. "The effect of contract renewal and competitive tendering on public transport costs, subsidies and ridership," Transportation Research Part A: Policy and Practice, Elsevier, vol. 87(C), pages 78-89.
    13. Andrea ZATTI, 2011. "Organizational models in European local public transport: is the new paradigm really dominant," Departmental Working Papers 2011-29, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.
    14. Andrea ZATTI, 2012. "New Organizational Models In European Local Public Transport: From Myth To Reality," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 83(4), pages 533-559, December.
    15. Daniel Albalate & Germà Bel & Joan Calzada, 2012. "Governance and regulation of urban bus transportation: Using partial privatization to achieve the better of two worlds," Regulation & Governance, John Wiley & Sons, vol. 6(1), pages 83-100, March.
    16. 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.
    17. Rosell, Jordi, 2017. "Urban bus contractual regimes in small- and medium-sized municipalities: Competitive tendering or negotiation?," Transport Policy, Elsevier, vol. 60(C), pages 54-62.
    18. João M. Pinto & Mário Coutinho dos Santos & Pedro Verga Matos, 2021. "Contracting Out Public Transit Services: An Incentive Performance-Based Approach," Working Papers de Economia (Economics Working Papers) 02, Católica Porto Business School, Universidade Católica Portuguesa.
    19. Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2018. "Spatial variation of the perceived transit service quality at rail stations," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 67-83.
    20. Nkurunziza, Alphonse & Zuidgeest, Mark & Brussel, Mark & Van den Bosch, Frans, 2012. "Spatial variation of transit service quality preferences in Dar-es-Salaam," Journal of Transport Geography, Elsevier, vol. 24(C), pages 12-21.

    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:eee:transa:v:94:y:2016:i:c:p:622-637. 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: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/547/description#description .

    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.