Abstract
The ongoing development of the concept ‘Mobility as a Service (MaaS)’ along with Shared Mobility contributes to the integration of transportation systems. Several MaaS or similar services are already in operation. The perceived quality of MaaS by the users varies significantly, and no general method is proposed to evaluate the service quality. This scantiness is identified as the research gap. The objective of the research is to elaborate a quantitative method to assess MaaS services. The research question is how to assess the quality of MaaS, and how to transform the qualitative description into quantitative numerical values, namely, the quality index and the level of quality. Since user expectations towards the importance of criteria are taken into consideration, the modified triangular fuzzy analytic hierarchy process method is introduced to calculate the weights of criteria. A quantitative method to calculate the quality index and to assign the quality level has been elaborated. Ten MaaS services are assessed with the method. It was found that the journey comfort is regarded with significant importance among the respondents. Furthermore, the quality index of MaaS services is not high; accordingly, the service quality requires continuous improvement. Our method facilitates decision-making when planning MaaS to identify the expected service attributes.
Highlights
The integration in transportation system has been a widely studied topic, which has been analysed mainly from the economic, social, and technological aspects
The following steps are introduced: 1) quality criteria and grading rules are determined according to the literature review and the existing Mobility as a Service (MaaS) solutions; both public and private transportation characteristics are taken into consideration; 2) the modified triangular fuzzy Analytic Hierarchy Process (AHP) method regarding weights calculation is introduced, which is based on data from the questionnaire survey; 3) the equation to obtain the quality index is established, and the equation to identify the level of quality is developed
MaaS has not been launched in Budapest yet; the public transportation is highly integrated and operated by one unified service operator
Summary
The integration in transportation system has been a widely studied topic, which has been analysed mainly from the economic, social, and technological aspects. The development of infocommunication technology, especially smartphone and applications, have been embedded into new mobility solutions, such as car-sharing, ride-sharing, bike-sharing, ride-sourcing services, which belong to shared mobility forms These private, semi-public, or public services are required to be integrated with conventional public transportation systems. The terms ‘quality’ or ‘service quality’ are used as synonyms in this context The quality of such innovative mobility service is a complex term depending on its subjective and objective attributes. The major parts of the proposed quality criteria and grading rules are objective, which are applied to assess the infocommunication background of MaaS.
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