A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view

Eboli, Laura; Mazzulla, Gabriella

doi:10.1016/j.tranpol.2010.07.007

Cited by 355 publications

(200 citation statements)

References 12 publications

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“…Passengers are the users of the system, and hence they are best placed to judge whether the service meets their expectations (10,11). Service quality not only matters to passengers, but also to operators and politicians, because passenger perceptions of service quality could directly translate towards the success of a transit system in terms of demand and revenue as passengers could switch to alternative modes of transport if the service does not meet expectations (1,2,3).…”

Section: Discussionmentioning

confidence: 99%

Impact of Train and Station Types on Perceived Quality of Rail Service

Monsuur

Enoch

Quddus

et al. 2017

Transportation Research Record

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This paper aims to highlight the impact of train and station types in the evaluation of service quality, whilst taking account of a range of relevant trip and socio-demographic factors. It applies a partial constrained proportional odds model (an extension of ordered logit model) to data extracted from the 32 nd wave of the National Rail Passenger Survey (NRPS) held in spring 2015, which comprises around 30,000 trip-level observations of passenger satisfaction of rail services across Great Britain.The results indicate that the impact of train types on service quality is significant. Thus, for type of train services the modelling results indicate that high speed rail, long distance, inter urban rail and especially open access operators are more likely to lead to satisfied customers compared to commuter and rural railway services. For stations, users of the smallest station category are more likely to be satisfied than those of larger category stations, but other station types do not significantly impact satisfaction. Next, delays have a significant negative impact on satisfaction levels. Considering passenger segments, respondents in the oldest age category are more likely to be satisfied compared to respondents in the youngest age category and commuters are less likely to be satisfied compared to respondents on a business or leisure trip. Overall these results show how TOCs (Train Operating Companies) might best focus their efforts on improving passenger satisfaction according to train type, station type, and trip stage and/or user segment.Monsuur, Enoch, Quddus, Meek 3 INTRODUCTION Delivering a quality service that meets the expectations and needs of its customers is an important commercial aspect of running a railway. This is for three reasons. First, dissatisfied passengers might switch to alternative travel modes if these are available or else decide not to travel at all, whereas satisfied passengers tend to be loyal to the railway mode (1,2,3,4). Second, satisfaction is of importance for railway companies because it is used to monitor and benchmark performance and increasingly such satisfaction measures relate directly to payments made to TOCs (Train Operating Companies) as part of their franchise agreements, e.g. the Thameslink, Great Northern and Southern franchise (5). Third, poor satisfaction might lead to reputational damage for TOCs (6), which may further lead to longer term impacts on both patronage levels and the chances of winning/retaining future franchise competitions. Taken together, underperformance in terms of passenger satisfaction can significantly impact on the profitability of a TOC, as margins are already small -with a maximum of around 5% (7). However, despite widespread recognition of the importance of passenger satisfaction across the UK rail sector, in practice improving the situation has proven difficult to achieve. For instance, the average level of passenger satisfaction in 2015 was only 80% -that is 5% lower level than in 2010 (8).In attempting to explain this, perhaps the...

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Section: Discussionmentioning

confidence: 99%

Impact of Train and Station Types on Perceived Quality of Rail Service

Monsuur

Enoch

Quddus

et al. 2017

Transportation Research Record

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“…The heterogeneity is due to the qualitative nature of certain aspects that characterise the services, the different attitudes passengers have towards the use of PT, the different ways of viewing aspects of the service, and the social and economic characteristics of passengers and their preferences (Eboli and Mazzulla, 2011). It has even been shown that the same person may change his or her evaluation if they are made to reflect on certain important aspects of the service (Del Olio et al, 2010).…”

Section: Introductionmentioning

confidence: 99%

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

Oña

Calvo

2012

Expert Systems with Applications

152

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“…Fundamentally, however, in transport terms proceeding without difficulty, or with little effort can be assumed to be synonymous with attributes of generalised cost and time, encompassing all dimensions of access (Brons et al 2009), egress (Wardman et al, 2007), travel time (Wardman, 2011), wait time, congestion, as well as service-specific factors including measurable and more subjective (Eboli and Mazzulla, 2011) service quality attributes (Whelan and Johnson, 2004;Litman, 2008). Berry et al (2002) conceptualize service convenience as consumers' time and effort perceptions relating to the purchase or use of a service and defined five types of convenience -decision, access, transaction, benefit and post-benefit.…”

Section: Defining Convenience In Public Transportmentioning

confidence: 99%

Measuring and Valuing Convenience and Service Quality

Anderson

Condry

Findlay

et al. 2013

International Transport Forum Discussion Papers

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Standard-Nutzungsbedingungen:Die Dokumente auf EconStor dürfen zu eigenen wissenschaftlichen Zwecken und zum Privatgebrauch gespeichert und kopiert werden.Sie dürfen die Dokumente nicht für öffentliche oder kommerzielle Zwecke vervielfältigen, öffentlich ausstellen, öffentlich zugänglich machen, vertreiben oder anderweitig nutzen.Sofern die Verfasser die Dokumente unter Open-Content-Lizenzen (insbesondere CC-Lizenzen) zur Verfügung gestellt haben sollten, gelten abweichend von diesen Nutzungsbedingungen die in der dort genannten Lizenz gewährten Nutzungsrechte. The Members of the Forum are: Albania, Armenia, Australia, Austria, Azerbaijan, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Canada, Chile, China, Croatia, the Czech Republic, Denmark, Estonia, Finland, France, FYROM, Georgia, Germany, Greece, Hungary, Iceland, India, Ireland, Italy, Japan, Korea, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mexico, Moldova, Montenegro, the Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, the United Kingdom and the United States. Terms of use: Documents inThe International Transport Forum's Research Centre gathers statistics and conducts co-operative research programmes addressing all modes of transport. Its findings are widely disseminated and support policymaking in Member countries as well as contributing to the annual summit. Discussion PapersThe International Transport Forum's Discussion Paper Series makes economic research, commissioned or carried out at its Research Centre, available to researchers and practitioners. The aim is to contribute to the understanding of the transport sector and to provide inputs to transport policy design. The Discussion Papers are not edited by the International Transport Forum and they reflect the author's opinions alone.The Discussion Papers can be downloaded from: www.internationaltransportforum.org/jtrc/DiscussionPapers/jtrcpapers.htmlThe International Transport Forum's website is at: www.internationaltransportforum.org ABSTRACTOrigin-destination demand, trip patterns, pricing and transport networks alone cannot explain passenger demand for public transport modes. Other factors of convenience and service quality play a key role in influencing demand and mode choice but they are often more complex and harder to define, measure and value. This paper argues that the good measurement of public transport convenience and service quality is a pre-requisite to its valuation and ensuring more optimal policy and management actions to minimise passengers' generalised time.The paper focusses necessarily on the urban public transport operator and its measurement of service quality. We review the practical experience gained from over 20 years of international benchmarking with more than 50 metro, bus and suburban rail operators in large cities around the world. Specifically, we review the current standards and practices from the urban railway industry in measuring service quality and provide...

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A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view

Cited by 355 publications

References 12 publications

Impact of Train and Station Types on Perceived Quality of Rail Service

Impact of Train and Station Types on Perceived Quality of Rail Service

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

Measuring and Valuing Convenience and Service Quality

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