The relation between transit service availability and productivity with customers satisfaction

Abstract

Limited access to public service and a lack of measurable quality of service attributes composes a challenge for providing acceptable service quality. This research addresses the question: does the transit service performance (spatial and temporal coverage) influences customer satisfaction? Available data from the relevant sources were collected, and field surveys were conducted to collect data unavailable. Different tools and approaches include descriptive and inferential statistics and GIS-based spatial analysis, including Moran's I, the data envelopment analysis for the super efficiency analysis.The service coverage is relatively poor, with less than 60% of the transit-supportive area (TSA) served by transit. The spatial service assessment based on four attributes (the number and length of transit lines, line density, and % TSA served) showed a small value of Moran's I. Only transit density and the percent of the transit-supportive area served were statistically significant, showing a cluster in the city center. The primary road network correlates with the transit network density and % of TSA served. The results showed that poor service productivity varies by the season and the day of the week, and the system is more efficient in winter. The customers rated the service spatial and temporal coverage above the scale's mid-point, but less than the fare rating and their satisfaction differs by the service season. Customer satisfaction can be predicted based on fare, comfort, and safety for the inter-urban service and service fare, travel time, and convenience of intra-urban service.