Evaluating the relationship between socially (dis)advantaged neighbourhoods and customer satisfaction of bus service in London, U.K.

Grisé, Emily; El-Geneidy, Ahmed

doi:10.1016/j.jtrangeo.2016.11.016

Cited by 32 publications

(7 citation statements)

References 34 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Quality of service assessments are present across all of the traditional modes of public transport including bus (Eboli and Mazzulla, 2007;Stradling et al 2007;Yaya et al 2014;Mahmoud and Hine, 2016;Morton et al 2016;Grisé and El-Geneidy, 2017), rail (Nathanail, 2008;Chou et al 2014;Eboli and Mazzulla, 2015;Yanik et al 2017), and airline (Fick and Ritchie, 1991;Ostrowski et al 1993;Pakdil and Aydin, 2007) operations. A comprehensive review of the literature in this area is offered by Lierop et al (2017), who investigated the dimensions that have commonly been found to effect the level of satisfaction experienced by public transport passengers and the intention to continue using the service.…”

Section: Transport Sector Quality Of Service Applicationsmentioning

confidence: 99%

Appraising the market for bicycle sharing schemes: Perceived service quality, satisfaction, and behavioural intention in London

Morton

2018

Case Studies on Transport Policy

View full text Add to dashboard Cite

The implementation of bicycle sharing schemes represents an important innovation in urban public transport since the turn of the millennium. These schemes have spread rapidly and are now present in cities with varying economic, environmental, and structural conditions. Developing strategies through which to attract new members to join the scheme and retain existing members is a fundamental requirement for scheme success. The research reported in this paper provides guidance on this issue through a case study appraisal of the experiences that existing members have with the London Bicycle Sharing Scheme. This appraisal focuses on how the quality of service is perceived by members, their overall level of satisfaction with the scheme, their behavioural intentions toward renewing their memberships, and their willingness to recommend the scheme to others. A market segmentation analysis is produced which identifies the presence of four heterogeneous member groups. These member segments are profiled according to their demographic, psychographic, and behavioural characteristics. Through a detailed appreciation of the defining features of these member segments, strategies are proposed which are tailored to their specific needs and expectations.

show abstract

Section: Transport Sector Quality Of Service Applicationsmentioning

confidence: 99%

Appraising the market for bicycle sharing schemes: Perceived service quality, satisfaction, and behavioural intention in London

Morton

2018

Case Studies on Transport Policy

View full text Add to dashboard Cite

show abstract

“…However, given the diverse factors, transit planners are interested in which of them have critical impacts on quality of service (dell 'Olio, Ibeas, & Cecin, 2011). Customer satisfaction survey (CSS) is a common instrument that scholars and practitioners use to assess transit quality of service (Eboli & Mazzulla, 2007;Grisé & El-Geneidy, 2017). In CSS, transit riders are often asked to indicate the degree to which they are satisfied with various service attributes and overall transit service (Weinstein, 2000).…”

Section: Transit Rider Satisfactionmentioning

confidence: 99%

Comparing importance-performance analysis and three-factor theory in assessing rider satisfaction with transit

Cao

2017

JTLU

View full text Add to dashboard Cite

Abstract. Transit ridership depends on its quality of service. Many studies have analyzed rider satisfaction surveys to explore important service attributes and/or identify improvement priorities. Importanceperformance analysis (IPA) is capable of serving both purposes. However, it assumes that service attributes have a symmetric influence on rider satisfaction. To relax the assumption, this study applies threefactor theory to classify service attributes into basic, performance, and excitement factors. Using the 2013 data of bus, bus rapid transit (BRT), and metro transit riders from Guangzhou, China, it compares the results from two alternative IPA and two applications of the threefactor theory. Explicit IPA and implicit IPA classify service attributes somewhat differently but produce similar improvement priorities. For the three-factor theory, the importance grid yields more plausible results than regression with dummy variables. This study further concludes divergent improvement priorities for different services: comfort while waiting at station/stop and service reliability for bus; safety while waiting, safety while riding, and comfort while waiting for BRT; and spatial coverage for metro transit. If resources are abundant, transit agencies could also improve customer service for bus and comfort while riding for BRT.

show abstract

“…The key aim of a public transport system is to carry urban residents from their homes to employment or other amenities, safely and comfortably. To evaluate the operationality of the system, transport operators typically focus on metrics that describe the individual customer journey such as performance to schedule and value the customer experience of reliability, accessibility, safety, and travel time [34,35]. Other quantitative performance indicators including average trip length, maximum people per hour, and demand peak to base ratio, enable comparisons across different transport networks and cities [36].…”

Section: Challenges Of Conflicting Temporalities and Operational Sustmentioning

confidence: 99%

Operational Challenges and Mega Sporting Events Legacy: The Case of BRT Systems in the Global South

et al. 2020

View full text Add to dashboard Cite

This paper examines the bus rapid transit (BRT) legacies of mega sporting events (MSEs) held in the Global South cities of Cape Town and Rio de Janeiro. It discusses the extent to which these transport systems have been operationally sustainable, post-MSE; in other words, their ability to be maintained at a certain rate or level and hence their ability to act as public good as planned and according to specific needs. It argues that in both cities, long-term operational challenges have emerged due to conflictual temporalities between the priorities of the MSE and the mid/long term requirements of a transport system, supplemented by a poor spatial contextualisation of BRT design. These include financial viability, providing a service with appropriate frequency and capacity, integration with other transport systems, and resilience to external shocks such as extreme weather. These findings have key academic and policy implications both by opening further areas of research towards MSEs as a tool to deliver sustainable urban transport, and provides important lessons for future MSE hosts and cities considering BRT.Sustainability 2020, 12, 1609 2 of 17 there is very little insight into how these MSE-led infrastructures have been delivering the purposes for which they have been built, and specifically how the MSE imperatives may have affected its long-term development. In other words, we look here at the possible tensions of priorities between short-term ambitions (MSE) and long-term everyday needs. This indeed has a key impact on the authorities and operators who manage and fund public transport systems, and on the passengers who rely on it. To achieve this, the paper uses the term of operational sustainability, which is here shaped around the aim of assessing conflicting temporalities during setup of the project and hence reflecting on the wider implications for the long-term running and management of the network. We do so by bringing together the literature on MSE, sustainability, transport management, and infrastructure [8][9][10][11][12].This paper focuses on two cities whose transport network has been significantly impacted by hosting MSEs: Cape Town (South Africa) with the 2010 FIFA Football World Cup, and Rio de Janeiro (Brazil) with the 2016 Olympic Games. Each city constructed new bus rapid transit (BRT systems) under the auspices of hosting a MSE, and self-identified this in their proprietary communications and strategies as a transport legacy of the MSE. Through interviews with key stakeholders located in each city, this study assesses the benefits of the MSE for transport within the cities, such as reduced travel time in Rio de Janeiro, and a step-change in the quality of transport provision in Cape Town. It also considers the longer-term operational challenges such as financial viability that these BRT systems are facing post-MSE because they have not been sufficiently contextualised to the local transport situation and/or aligned with existing plans or policies. It is worth noting that this comparative rese...

show abstract

Evaluating the relationship between socially (dis)advantaged neighbourhoods and customer satisfaction of bus service in London, U.K.

Cited by 32 publications

References 34 publications

Appraising the market for bicycle sharing schemes: Perceived service quality, satisfaction, and behavioural intention in London

Appraising the market for bicycle sharing schemes: Perceived service quality, satisfaction, and behavioural intention in London

Comparing importance-performance analysis and three-factor theory in assessing rider satisfaction with transit

Operational Challenges and Mega Sporting Events Legacy: The Case of BRT Systems in the Global South

Contact Info

Product

Resources

About