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Measuring the influence of bus service quality on the perception of users

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  • Moataz Mahmoud
  • Julian Hine

Abstract

Encouraging the use of public transport is a key policy goal in many countries. Therefore, public transport should offer the level of quality that accommodates the demands of current users, and importantly, the desires of potential users. This study investigates the influence of the perceived quality of bus service on the perception of both current and potential users. The study draws upon data from 512 questionnaires distributed across Belfast City in the UK. The study utilises a binary logistic regression model to quantify the relationships between the perceived quality of 29 bus indicators (independent) and the perceptions of users towards the overall bus service (dependent). Eleven significant indicators are reported to have significant influence on the perception of users. These indicators are utilised to propose scenarios for optimising the quality of bus service with the perceptions of current and potential users.

Suggested Citation

  • Moataz Mahmoud & Julian Hine, 2016. "Measuring the influence of bus service quality on the perception of users," Transportation Planning and Technology, Taylor & Francis Journals, vol. 39(3), pages 284-299, April.
    • Handle: RePEc:taf:transp:v:39:y:2016:i:3:p:284-299
    DOI: 10.1080/03081060.2016.1142224
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    Citations

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    Cited by:

    1. Juan de Oña, 2022. "Service quality, satisfaction and behavioral intentions towards public transport from the point of view of private vehicle users," Transportation, Springer, vol. 49(1), pages 237-269, February.
    2. Gao, Yanan & Rasouli, Soora & Timmermans, Harry & Wang, Yuanqing, 2018. "Trip stage satisfaction of public transport users: A reference-based model incorporating trip attributes, perceived service quality, psychological disposition and difference tolerance," Transportation Research Part A: Policy and Practice, Elsevier, vol. 118(C), pages 759-775.
    3. Long Chen & Chenglu Yang & Peng Jing & Qifen Zha & Xingyue Wang & Weichao Wang, 2023. "Are they willing to switch from non-driving to driving? An exploratory study among Chinese older people," Transportation, Springer, vol. 50(4), pages 1125-1163, August.
    4. Fariha Riska Yumita & Muhammad Zudhy Irawan & Siti Malkhamah & Muhammad Iqbal Habibi Kamal, 2021. "School Commuting: Barriers, Abilities and Strategies toward Sustainable Public Transport Systems in Yogyakarta, Indonesia," Sustainability, MDPI, vol. 13(16), pages 1-18, August.
    5. Lades, Leonhard K. & Kelly, Andrew & Kelleher, Luke, 2020. "Why is active travel more satisfying than motorized travel? Evidence from Dublin," Transportation Research Part A: Policy and Practice, Elsevier, vol. 136(C), pages 318-333.
    6. 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.
    7. 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.
    8. 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.
    9. Luo, Qingyu & Bing, Xue & Jia, Hongfei & Song, Jinge, 2022. "An incentive subsidy mechanism for bus lines based on service level," Transport Policy, Elsevier, vol. 126(C), pages 1-13.
    10. Juan Oña & Rocío Oña, 2023. "Is it possible to attract private vehicle users towards public transport? Understanding the key role of service quality, satisfaction and involvement on behavioral intentions," Transportation, Springer, vol. 50(3), pages 1073-1101, June.
    11. 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).
    12. 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).
    13. 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.
    14. Agyeman, Stephen & Cheng, Lin, 2020. "Analysis of barriers to perceived service quality in Ghana: Students’ perspectives on bus mobility attributes," Transport Policy, Elsevier, vol. 99(C), pages 63-85.
    15. 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.
    16. Weng, JianCheng & Yu, JiangBo & Di, XiaoJian & Lin, PengFei & Wang, Jing-Jing & Mao, Li-Zeng, 2023. "How does the state of bus operations influence passengers’ service satisfaction? A method considering the differences in passenger preferences," Transportation Research Part A: Policy and Practice, Elsevier, vol. 174(C).
    17. Allen, Jaime & Muñoz, Juan Carlos & Ortúzar, Juan de Dios, 2018. "Modelling service-specific and global transit satisfaction under travel and user heterogeneity," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 509-528.

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