Modelling user perception of bus transit quality

This article evaluates how bus users perceive the quality of their public transport service. In particular it looks at how perception of quality varies according to the available information. The experiment compares an overall evaluation of service quality before and after making passengers reflect on the importance of certain fundamental system variables which they may not have previously considered.Focus groups were used to individualise the most relevant variables. A quality survey was carried out both on-board buses and at bus stops and the overall service quality was related to the aforementioned variables using ordered probit models. The perception of quality is shown to change with the category of user and that there tends to be more criticism towards variations in overall quality until the users are stimulated into thinking more deeply about other influential variables. The application of this methodology may provide operating companies with valuable information for planning marketing policies aimed at different categories of user, in order to improve the service quality and attract more passengers to using public transport.     

Understanding attitudes towards public transport and private car: A qualitative study

This paper presents the results of a qualitative study of public transport users and car users in order to obtain a deeper understanding of travellers’ attitudes towards transport and to explore perceptions of public transport service quality. The key findings indicate that in order to increase public transport usage, the service should be designed in a way that accommodates the levels of service required by customers and by doing so, attract potential users. Furthermore, the choice of transport is influenced by several factors, such as individual characteristics and lifestyle, the type of journey, the perceived service performance of each transport mode and situational variables. This suggests the need for segmentation taking into account travel attitudes and behaviours. Policies which aim to influence car usage should be targeted at the market segments that are most motivated to change and willing to reduce frequency of car use.     

The desired quality of integrated multimodal travel information in public transport: Customer needs for time and effort savings

Travel information is one of the factors that contribute to the quality of public transport. In particular, integrated multimodal travel information (IMTI) is expected to affect customers’ modal choice. The objective of this research is to identify customers’ desired quality of IMTI provision in public transport. Customers’ desired IMTI quality can vary throughout the pre-trip, wayside and on-board stages of a journey. The main determinants are time savings (travel and search time) and effort savings (physical, cognitive, and affective effort). In a sample of Dutch travellers with a substantial share of young persons, the pre-trip stage turns out to be the favourite stage to collect IMTI when planning multimodal travel; desired IMTI types in this stage are used to plan the part of the journey that is made by public transport. Wayside IMTI is most desired when it helps the traveller to catch the right vehicle en route. On-board travellers are most concerned about timely arrival at interchanges in order to catch connecting modes. In the whole travel process, travel time is the most important saving. Apart from that, pre-trip search time savings are also desired, while en route affective effort is more important than cognitive effort.     

Bus quality partnerships,modal shift and traffic decongestion

A more sustainable transport system requires effective alternatives to private cars. Despite more than 40 years of declining use, buses are still the main form of local public transport outside central London. Government policy focuses upon Bus Quality Partnerships—agreements between highway authorities and bus operators to give bus priority access and invest in better quality buses—to reverse this decline and also attract car drivers to change modes and ease urban traffic congestion.This paper assesses the potential for Quality Partnerships to provide a more attractive bus service with the ability to achieve modal shift using a Greater Manchester case study. Preliminary results are presented from a comparative study of two Quality Bus Corridors (QBCs), one arterial route into Manchester’s Central Business District and one transverse from Leigh to Bolton. The research uses bus user interview surveys and in-depth interviews, which focus upon non-bus users.Results of this research show that Bus Quality Partnerships when introduced as a stand-alone policy struggle to achieve significant modal shift and traffic decongestion. Most bus passengers and car users remain unaware of Bus Quality Partnerships.     

Analysis of user satisfaction to promote public transportation: A pattern-recognition approach focusing on out-of-vehicle time

Public transportation has been regarded as one of the most sustainable forms of transport, because of which local governments have put efforts in increasing the mode share of public transportation. Recently, not only level of service but also user satisfaction has been focused on for the assessment of transport policy; however, several points have been overlooked in previous research, such as attribute-based satisfaction, the relationship between level of service and satisfaction, and user expectation. This paper deals with these issues while assuming the heterogeneity of satisfaction, which is an indicator of perception. Out-of-vehicle times, particularly headway and access time, were selected in the analysis because they can affect travel behavior of current and potential public transportation customers. In this analysis, pattern-recognition models were applied, and public transportation users were segmented in terms of perception. The results suggest several notable recommendations for public transport policies and investigations.     

De-marketing the car

Governments in many countries are experimenting with alternative methods for reducing car use, including congestion charges, increased fuel taxation, and improved public transport. This paper raises another possibility. Not only could public transport be marketed as an alternative to the private car, but through targeted propaganda, the automobile could be de-marketed as a status symbol and a convenient accessory of modern life. In contrast with other public information campaigns, de-marketing would focus on people's self-image rather than their sense of public duty.The authors draw on established theory in putting forward alternative themes aimed at particular categories of user and particular categories of journey, and briefly consider the strengths and weaknesses of each approach. Peer group pressure could be an important factor in helping to change attitudes among potential car users at the opinion-forming stage during their life cycle. The agencies best positioned to deliver an effective national campaign are public transport corporations, local authorities, health organisations, and environmental lobby groups; a co-ordinated approach could bring about a modest contribution towards travel reduction at a relatively low cost.     

Passenger airline choice behavior for domestic short-haul travel in South Korea

When the Seoul-Busan line of South Korea's high-speed rail system, dubbed the Korea Train Express (KTX), entered service in November 2010, it was expected that this line would compete with air transport services for short-haul domestic journeys. Therefore this is a study about passengers' choice behavior when traveling short-haul domestic routes in South Korea. It utilizes MNL and NL logit models with selected variables, and the data required for the analyses were gathered through Stated Preference (SP) Techniques. The main SP survey was conducted for three weeks at departure lounges in Incheon International Airport in May 2012. The results reveal that fare, access time and journey time are significantly important with respect to passenger choice. The results further indicate that business travelers are more willing to pay than non-business travelers to reduce access and journey time. It is also noteworthy that reducing access time is more important than reducing journey time for short-haul domestic travelers. The conclusion is that it is significantly important for airline planners or local authorities that want to increase their local market share to invest in relatively fast access modes.     

Role of user's socio-economic and travel characteristics in mode choice between city bus and informal transit services: Lessons from household surveys in Visakhapatnam,India

Informally operated paratransit or Intermediate Public Transport (IPT) systems provide demand responsive transit in many developing countries, often competing with formal public transport systems. Literature on the relative user characteristics of the two modes and their choice behaviour between the systems is limited. This article addresses the gap by presenting a methodology to derive a comprehensive understanding of socio-economic and travel demand characteristics of all transit users in a city. The household survey based data collection and analysis framework is demonstrated for the case of Visakhapatnam, a medium sized Indian city. The variables impacting users' choice between the formal and informal modes were derived through binary logistic regression. It was observed that gender, income and travel time have a significant influence on users' choice between the modes, with waiting time having the maximum impact on mode choice. Therefore, the high frequency services offered by paratransit attract users making shorter trips.     

Verkehrsverbund: the success of regional public transport in Germany, Austria and Switzerland

The Verkehrsverbund system of public transport organization offers a practical solution to the problem of providing integrated regional public transport service for the increasingly suburbanized metropolitan areas of Europe and North America. By carefully coordinating fares and services for all routes, all types of public transport, and all parts of the metropolitan region, Verkehrsverbund systems in Germany, Austria, and Switzerland have greatly improved the quality of the public transport alternative to the automobile. Five Verbund systems were chosen for detailed analysis: Hamburg, Munich, the Rhein-Ruhr region, Vienna and Zurich. This article documents the success of each Verbund in attracting more public transport riders and, in most cases, increasing or at least stabilizing public transport's share of modal split. It also analyzes the reasons for the success of the Verkehrsverbund, including service expansion, improvement in service quality, more attractive fares, and extensive marketing campaigns. The five case study systems offer lessons for other public transport systems facing similar challenges of dealing with increasing auto ownership and suburbanization. The article concludes with an analysis of the most challenging problem of all: public transport finance. As shown dramatically by the five case studies, the service improvements and fare structures needed for truly effective regional public transport require substantial government subsidy. Fiscal austerity at every government level is leading to subsidy cutbacks in most countries of Europe and North America. The five case study systems examined in this article provide lessons on how to deal most effectively with limited subsidy funds in order to minimize service deterioration, fare increases and ridership losses.     

Conceptualising convenience: Transportation practices and perceptions of inner-urban high density residents in Brisbane,Australia

High-density living in inner-urban areas has been promoted to encourage the use of more sustainable modes of travel to reduce greenhouse gas emissions. However, previous research presents mixed results on the relationship between living in proximity to transport systems and reduced car-dependency. This research examines inner-city residents’ transportation practices and perceptions, via 24 qualitative interviews with residents from high-density dwellings in inner-city Brisbane, Australia. Whilst participants consider public transport accessible and convenient, car use continues to be relied on for many journeys. Transportation choices are justified through complex definitions of convenience containing both utilitarian and psycho-social elements, with three key themes identified: time-efficiency, single versus multi-modal trips, and distance to and purpose of journey, as well as attitudinal, affective and symbolic elements related to transport mode use. Understanding conceptions of transport convenience held by different segments of the transport users market, alongside other factors strongly implicated in travel mode choice, can ensure targeted improvements in sustainable transport service levels and infrastructure as well as information service provision and behavioural change campaigns.     

The demand for public transport: The effects of fares,quality of service,income and car ownership

This paper reports on key findings from a collaborative study whose objective was to produce an up-to-date guidance manual on the factors affecting the demand for public transport for use by public transport operators and planning authorities, and for academics and other researchers. Whilst a wide range of factors was examined in the study, the paper concentrates on the findings regarding the influence of fares, quality of service and income and car ownership. The results are a distillation and synthesis of identified published and unpublished information on the factors affecting public transport demand. The context is principally that of urban surface transport in Great Britain, but extensive use was made in the study of international sources and examples.     

The distinction between commercial and non-commercial bus services in Germany: Given by nature?

German public transport services by bus are characterized by a regulatory framework that distinguishes between commercial and non-commercial services. Contrary to the apparent views of legislators, this paper shows that costs and revenues are not the only parameters determining whether or not operators are able to provide services in a commercially viable way.Apart from the local characteristics of the specific service, we show that the classification of services as commercial versus non-commercial is determined in large part by the public transport authorities that set minimum quality standards to be provided by operators. Our analysis shows that the authorities awarding the contracts in some cases affect market organization significantly depending on how they make use of this power. Furthermore, market organization differs substantially with respect to the awarding structure and the contractual relationships, thus creating a challenge for operators and authorities in an embryonic market.     

Key lessons learned from recent experience with Flexible Transport Services

Many local authorities and public transport operators throughout Europe are experimenting with or considering flexibly delivered public transport systems, mainly with a view to improving social inclusion in areas difficult to cover by conventional public transport. Many such initiatives have been in response to recent developments in transport telematics.The objective of this paper is to provide accessible and user friendly guidelines for the implementation or development of flexible services identifying key issues that need to be considered at a policy level. These follow an analysis of the provision of telematics-based flexible transport schemes showcasing examples of recent practical experience from the US and Europe.     

Market strategy development and innovation to strengthen consumer-based equity: The case of Brazilian airlines

A brand valued by passengers would be able to convey quality and credibility, adds value to air transport the service, and increases passengers' willingness to pay a premium for tickets. However, studies on consumer-based brand equity in the air transport sector have been scarce, especially in developing countries such as Brazil. This study examines the relationship between marketing strategies adopted by Brazilian airlines in the domestic market and the strengthening of consumer-based brand equity (particularly brand associations with brand awareness, perceived quality, and brand loyalty). A literature review and a survey of 33 managers from Brazil's top airlines were conducted to develop the study's conceptual model. To empirically test the model, another survey was conducted on 480 passengers at six airports in the central western, southern, and southeastern regions of Brazil and the data analyzed via structural equation modeling. The results show that joint investments are necessary for innovation in service, price promotion, and event sponsorship in order to strengthen the key consumer-based brand dimensions. This study provides a basis for the development of future studies on passenger-based brand equity and helps airlines target their marketing strategies with maximum effectiveness.     

Measuring traveler involvement in urban public transport services: The case of Kaohsiung

The city of Kaohsiung has been urgently reducing its rates of ownership and usage of privately owned motor vehicles. The most important strategy undertaken thus far has been to build mass rapid transit systems. This study aims to apply the Involvement Theory to construct an inventory to measure level of travelers’ involvement in public transport services. The results indicate that the number of low involvement travelers is the critical factor that determines whether the new public transport system can effectively operate. They also provide authorities with precise marketing strategies targeting different groups in order to allow the new public transport systems to sufficiently meet public needs.     

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

Affordable and efficient urban public transport is important for the development of a sustainable urban environment. Making sure public transport users are satisfied with the service is a goal many public transport agencies are trying to achieve. Customer satisfaction surveys are often used to monitor customer perceptions of service quality and to determine the relative influence of service attributes on a customer's overall assessment of the service. This study presents a new method to spatially evaluate customer satisfaction survey data through examining satisfaction with bus service across neighbourhoods of varying levels of socio-economic status (SES). Using customer satisfaction survey data collected by Transport for London between 2010 and 2015, multi-level regression modeling is used to estimate the relationship between overall satisfaction and social deprivation of the area in which bus routes were operating. The results indicate lower levels of satisfaction along routes serving low SES neighbourhoods, which appears to be attributed to (1) low satisfaction with service characteristics related to an individual's experience and quality of the bus and (2) conditions of the bus stop and shelter. Findings from this paper shows the importance of including cleanliness and bus internal quality as one of the performance indicators when contracting bus services, to ensure that all customers receive the same quality of service in the region regardless of their SES.     

Smartphones,travel time-use,and attitudes to public transport services. Insights from an explorative study of urban dwellers in two Norwegian cities

The uptake of mobile media with internet connection has increased rapidly in almost every part of the world, and this has significantly changed how public transport passengers use their travel time. Studies have documented that use of mobile information and communication technologies (ICT) while traveling has the potential to enrich use of travel time and in some cases, strengthen positive attitudes towards public transport. The alternative hypothesis—that mobile communication technologies make travelers more critical and demanding, e.g., due to the risk of interference—has so far hardly been explored through empirical studies. Based on a web-based survey of travelers in two of the largest cities in Norway (Oslo and Trondheim), this paper investigates how use of smart devices are related to general attitudes toward public transportation services. A segmentation of travelers in three clusters based on their mobile use habits, shows that the most active group of mobile media users—a group of younger and middle-aged urban dwellers—were those who bore the most critical attitudes to the public transport services. In contrast, the groups that used their mobile phones rarely, or less actively, on their public transport trips were more satisfied. The findings suggests that a new generation of “equipped travelers” has developed expectations regarding their public transport journeys that service providers might have problems to fulfill in current times. Thus, there is a risk of the most active smartphone users developing negative attitudes to public transport if (or when) their experiences are not improved.     

Forecasting and appraising the impact of a regular interval timetable

The timetable is the prime and essential feature of the service offered to potential travellers by public transport. The Taktfahrplan concept is based on trains leaving stations at the same time past the hour throughout the operational day. The objective is to provide an attractive rail service, memorable and easy to market, with well-planned connections. This paper presents an appraisal of the introduction of a Taktfahrplan timetable onto the UK's East Coast Main Line rail route. We find positive changes for user and non-user benefits and revenue on London and non-London based flows.     

Evidence on users’ attitudes towards road user charges—A cross-sectional survey of six Norwegian toll schemes

Attitudes towards road user charges have in the last decade become a focus of interest for researchers and planners in a number of disciplines including economics, transport planning and environmental sciences. Most of the literature has been based on single and/or hypothetical schemes and has a number of limitations, such as the potential differences in attitudes that might depend on whether users have actually experienced the gains of tolling are not considered. This paper gives further insight into user attitudes towards road user charges and overcomes some of the limitations observed in the literature. In particular, we examine attitudes towards six different Norwegian toll schemes with different characteristics and at different stages of implementation. The results show the following: (i) road users think negatively of tolls irrespective of the type of scheme or stage of charging; (ii) negative attitudes are highly correlated with the level of information given to users on the intentions of the tolling prior to implementation and (iii) toll levels significantly impact attitudes. Further, it is shown that attitudes vary significantly with socioeconomic characteristics. These findings demonstrate that governments need marketing strategies that clearly explain the benefits to users beforehand. Some of these strategies are proposed.     

Estimating the influence of crowding and travel time variability on accessibility to jobs in a large public transport network using smart card big data

Accessibility metrics are gaining momentum in public transportation planning and policy-making. However, critical user experience issues such as crowding discomfort and travel time unreliability are still not considered in those accessibility indicators. This paper aims to apply a methodology to build spatiotemporal crowding data and estimate travel time variability in a congested public transport network to improve accessibility calculations. It relies on using multiple big data sources available in most transit systems such as smart card and automatic vehicle location (AVL) data. São Paulo, Brazil, is used as a case study to show the impact of crowding and travel time variability on accessibility to jobs. Our results evidence a population-weighted average reduction of 56.8% in accessibility to jobs in a regular workday morning peak due to crowding discomfort, as well as reductions of 6.2% due to travel time unreliability and 59.2% when both are combined. The findings of this study can be of invaluable help to public transport planners and policymakers, as they show the importance of including both aspects in accessibility indicators for better decision making. Despite some limitations due to data quality and consistency throughout the study period, the proposed approach offers a new way to leverage big data in public transport to enhance policy decisions.