Transport Service Delivery Research Articles

Conflict among the National Union of Road Transport Workers in Akure, Nigeria: causes, consequences and management strategies

This study examined the causes, consequences, and strategies for managing organizational conflict among the National Union of Road Transport Workers (NURTW) in Akure, Nigeria, to achieve sustainable peace and harmonious relationships among union members, and actualize better transport service delivery to the larger society. A survey design was adopted to elicit primary data through questionnaires and in-depth interviews with NURTW members. Desk research was also used to gather relevant information from the literature. Hundred (100) questionnaires were purposively and randomly administered to commercial drivers who are members of the National Union of Road Transport Workers in Akure. The survey was done across three major parks in Akure: Cathedral Park, Ondo Road Park and Benin Garage Park. They were selected because they are mostly dominated by the members of NURTW, and mostly patronized by passengers. The data collected were analyzed using simple descriptive and inferential statistics; in the form of frequencies, percentages, bar charts, and logistic regression. The study found that most of the NURTW members were males, and were majorly in the economic productive year between the ages of 35 and 45. Findings further revealed that government or political interference is a major cause of conflict among NURTW members. The aftermath of conflict among the union usually resulted in disruptions of the union activities and destruction of lives and properties. The bargaining approach in managing conflict is the most effective strategy for addressing conflict among NURTW members in Akure, Nigeria.

Service area delineation to support on-demand mobility for the transport disadvantaged

Given the significance of technology to enhance public transit services and its potential for improving access to and the delivery of transportation services, this paper addresses strategic neighborhood mobility improvements to aid the transportation-disadvantaged. A spatial optimization model is presented to identify underserved areas for which transit can be better tailored to meet their mobility needs. The introduction of mobility-on-demand in the Cincinnati metropolitan area to augment and complement existing fixed-route transit is reported. The use of spatial analytics to support targeted neighborhood system design is detailed. The study illustrates how new mobility-on-demand services will substantially enhance travel options for the transport disadvantaged. Further, the use of spatial analytics offers insights for transit service plan development and implementation by more precisely targeting mobility needs in service area delineation and operationalization.

Age-Friendly Transportation Policies and Practices in the U.S. and China: A Comparative Study

Despite significant political, cultural, and socioeconomic differences, the U.S. and China share some common development issues, including, but not limited to, an aging population, deficient age-friendly transportation systems, and insufficient government funding support to address the issues faced by their transportation-disadvantaged populations (TDP). Through an extensive literature review, this paper first evaluates and compares the major TDP-related laws, regulations, transportation service delivery procedures, and existing age-friendly transportation improvements made in the U.S. and China. Next, it highlights the differences between the U.S. and China in their socioeconomic characteristics and the implications these have on transportation modal shares and age-friendly transportation planning priorities. In the concluding section, it summarizes the research findings and makes preliminary recommendations.

Modernising the ‘king of the road’: Pathways for just transitions for the Filipino jeepney

Transitioning to cleaner technologies and public transport service delivery are fundamental needs in addressing the climate crisis and realising mobility justice, especially in the Global South. But while low carbon transport is a vital element of meeting this demand, the transition process must be just and not disenfranchising to the thousands of informal transport workers who will be negatively affected by state transport modernisation programmes. This is why this research engages with the Public Utility Vehicle Modernization Program (PUVMP) in the Philippines, which aims to replace the so-called ‘king of the road’ called jeepneys with modern vehicles. These public utility vehicles (PUVs) are a major cultural icon in Philippine streets that served the riding public since the aftermath of World War II. But without receiving any technological and business innovations, they have become major targets for government intervention that are largely unaffordable to low-income jeepney drivers and operators. Through my interviews with Philippine government transport agencies, private sector representatives, and civil society organisations alongside a review of media coverages and policy and academic discourses, and participant observation, I navigated around the issues surrounding the PUVMP. This programme is largely seen by jeepney organisations and critical civil society organisations as means to phase out this Filipino cultural icon, an anti-poor measure, and a means for the corporate capture of the public transport sector. With these issues, the quest for just transitions through anchoring the PUVMP to having incremental changes, inclusive dialogues, and industry support serve as important considerations to ensure the sustainability and inclusivity of this programme, especially in the post-Covid 19 pandemic era.

State of public transport services to Ghana's disability population: Lessons from public transport operators in the Accra Metropolitan Assembly

Access to public transport services is crucial to the enjoyment of various life-enhancing opportunities by persons with disabilities (PWDs). However, the attainment of such services is confronted with varying levels of difficulties due to the non-conformity between transport service delivery and PWDs' needs. While many players like transport operators and vehicle manufacturers contribute to the delivery of transport services, this study examines the responsiveness of public transport operators to the travel needs of commuters with disabilities in Accra. Using a qualitative research approach, 24 public transport operators were conveniently sampled from 3 popular and busy transport terminals in Accra, the capital city of Ghana. Thematic content analysis was employed using key constructs that emanated from the transcripts. The findings reveal that none of the public transport providers/operators had any knowledge of Ghana's Disability Act of 2006 and its transport provision. By this, all activities tailored to the disability population were generally informed by common sense despite refuting calls to acquire disability-friendly vehicles or support systems. It is recommended that sensitization on the transport provision of Ghana's Disability Act should be heightened by the Ministry of Transport given its ability to improve transport services to the disability population.

Service contracting as a policy response for public transport recovery during the Covid-19 Pandemic: A preliminary evaluation

We examine and assess the service contracting (SC) program implemented for the first time in Metro Manila, Philippines as a response to the impact of the pandemic on road-based public transport sector. We develop an evaluation framework, consisting of three indicators: social amelioration, increase in transport supply and performance improvement. These indicators are the purported objectives of SC. Using a mix of qualitative and quantitative methods, our evaluation suggests that although SC has brought positive impact in terms of the first two indicators, there is no robust evidence so far that may suggest that SC has improved the performance of public transport service delivery. We also find that while the primary objective of providing social amelioration to affected operators is appropriate during the time of the pandemic, this has also brought challenges in financially sustaining the program and in effecting improvements to public transport services. Our work aims to contribute as an empirical case study on the upsides and downsides of service contracting implemented as a business model for public transport provision during the pandemic.

Dealing with impact of COVID-19 on transportation in a developing country: Insights and policy recommendations

While developed nations have established policy frameworks for dealing with various macroeconomic shocks, developing countries respond to the influx of COVID-19 on heterogeneous scales, borne out of varying institutional bottlenecks. These inadequate transport facilities are not diversified enough to deal with an impending public health crisis. With the growing divergence in public transport management procedures and societal responses and willingness to adjust to a "new normal" transport procedures in time of COVID-19 and post-pandemic, it becomes expedient to learn evidence-based policy responses to transport service delivery. Qualitative data from semi-structured interviews with commuters and operators were thematically analysed to understand the impact of COVID-19 on transportation in Lagos Nigeria. The analysis revealed that increased cost of transportation, financial sustainability, changes in travel needs and loss of revenue were the significant impacts of the pandemic. This study contributes such that transport stakeholders can better understand how to navigate their transportation needs at this time of global uncertainty. The understanding of these impacts advances policy recommendations that are most inclined to the development objectives of developing nations in the time of COVID-19 and beyond. The limitations and suggestions for further research were discussed.

Assessment of Service Quality and Customers’ Satisfaction in Addis Ababa Light Rail Transit

The issue of urban mass transportation is becoming the center of cities' sustainable development and revitalization strategies. Hence, conducting a scientific inquiry into customers' satisfaction and service quality in urban light rail transport is vital to make policies and intervention measures instrumental and valid. The purpose of the study was to assess service quality and customer satisfaction in urban transport service delivery with particular reference to Addis Ababa City Light Rail Transit. To this end, the service performance (SERVPERF) model has been adapted and utilized as measurement constructs and a quantitative approach has been employed. The study was a descriptive and explanatory type involving the analysis of data collected through questionnaires from passengers of the Light Rail Transit. To analyze background information of respondents and their perception of service quality, descriptive statistics were applied. Besides, the study has utilized correlation and regression analysis. The finding of the study shows that the customers are moderately satisfied with assurance and responsiveness while they are dissatisfied with affordability, tangibility, reliability, and empathy. The correlation analysis of service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy, and affordability) has shown, they all are positively correlated to overall service quality. Besides, all service quality dimensions have a significant effect on customer satisfaction implying that the higher the quality of service, the higher is the level of customers' satisfaction. In light of this, it is recommended that Addis Ababa light rail transit can improve customers’ satisfaction by working on quality.

Service Quality and Customers’ Satisfaction in Addis Ababa Light Rail Transit: Context, Relationships and Effect

The issue of urban mass transportation is becoming the center of cites sustainable development and revitalization strategies. Hence, conducting a scientific inquiry into customers’ satisfaction and service quality in urban light rail transport is vital to make policies and intervention measures instrumental and valid. Thus, the aim of this study is to assess service quality and customer satisfaction in urban transport service delivery with particular reference to Addis Ababa Light Rail Transit. To this end, dimensions as adopted in modified SERVPERF model have been utilized as measurement constructs and a quantitative approach has been employed. The study is a descriptive and explanatory type involving the analysis of data collected through questionnaire from passengers of the light Rail Transit. In order to analyze background information of respondents and their perception on service quality descriptive statistics is applied. Besides, the study has utilized correlation and regression analysis. The finding of the study shows that the customers are moderately satisfied with assurance and responsiveness while they are dissatisfied on affordability, tangibility, reliability and empathy. The correlation analysis of service quality dimensions (tangibility, reliability, responsiveness, assurance, empathy, and affordability) shows, they all are positively correlated to overall service quality. Besides, all service quality dimensions have a significant effect on customer satisfaction implying that the higher the quality of service, the higher is the level of customers’ satisfaction. In conclusion, it is clear that Addis Ababa light rail transit can improve customers’ satisfaction by working on quality. Keywords: services, quality, customer satisfaction, light rail and SERVPREF DOI: 10.7176/EJBM/13-5-02 Publication date: March 31 st 2021

Path dependency in transport: A historical analysis of transport service delivery in Ghana

This paper provides a review of the historical development of Ghana’s public transport services from pre-colonial period to the current dispensation (2016). Using the theory of path dependency, this paper enhances an understanding of the factors that have contributed to shaping public transport services in Ghana. Using key informant interviews, secondary data and literature review, findings show that roads have remained the mainstay of Ghana’s public transport services since post-colonial era (period from 1957). In addition, the paper establishes that Ghana’s public transport sector has been shaped at all staged by direct and indirect government policies aimed at satisfying diverse socio-economic and political interests. The paper recommends the need to critically examine the impacts of past efforts in shaping the future interventions of public transport systems in Ghana.

Assessing Customers Satisfaction of Urban Public Transport Service Delivery in Selected Cities of SNNPRS, Ethiopia

The study is aimed at measuring the level of customers’ satisfaction in urban public transport service in three cities of Southern Nations, Nationalities and People’s Regional State (SNNPRS) of Ethiopia, namely; Hawassa, Hosana and Sodo. The SERQUAL model which comprises five dimensions of service quality such as; tangibility, reliability, responsiveness, assurance, and empathy has been used to measure the level of customers’ satisfaction. The study was conducted based on cross-sectional survey design. A convenient sampling method was also applied to select the sample population. Accordingly, relevant data for the study were collected from 300 urban public transport users. The findings of the study revealed that, the level of transport need for popular mobility is 61% whereas the overall percentage of customers’ satisfaction is 37%. Again, the finding showed that, Bajaj or rickshaw motors is the most preferred and widely used mode of urban public transport by 70%. Generally, the urban public transport service is neither reliable nor tangible or responsive to the customers in all the study areas. This paper is based on an original research which opens eyes for policy makers to increase quality of urban public transport service to its customers. Hence, it helps to identify areas of gaps which need interventions to improve transport quality in urban areas. Keywords: Transport service, urban public transport, Transport Service, Customers’ satisfaction. DOI : 10.7176/JAAS/53-01 Publication date :March 31 st 2019

Revisiting public transport service delivery

Making Public Transport services more attractive and effective requires attractive and effective ticketing. This requires a clear understanding of user attitudes, needs and expectations. This study explored commuters’ attitudes to fare collection and verification and the underlying factors, their acceptance of the policy of “No-ticket-purchase on-board” and their preferences for fare verification options. Commuters rated their agreement with 17 ticketing related statements in a cross-sectional questionnaire survey conducted along the corridor with the largest proportion of cross-county commuting in Sweden, Stockholm – Uppsala. Four sets of hypotheses were then tested. The average scores were normally distributed and hence analysed using a two-way ANOVA. A One-way chi-square test was conducted to determine the commuters’ preference for fare verification approach. A t-test was used to analyse the perceived quality of ticketing and the commuters’ reaction to the policy of “No-ticket-purchase on-board PT vehicle”. Whilst the results showed that the commuters were relatively uniform in their attitudes, income, commuting route, ticket type and ticket purchase channel affected their attitudes. They were neutral to the policy of “No-ticket-purchase on-board”. Their attitude to fare collection was more positive than that of fare verification and they showed a preference for automatic fare verification. The study highlights a number of policy implications and recommends further research on the feasibility of passive fare verification and on commuters’ preferred options for fare verification.

India's Transport Sectors: Fiscal Issues and Allocative Efficiency

The main objective of the study is to prepare a comprehensive documentation of taxes and user charges on transport sectors in India. The existing complex tax regime adds to the inefficient delivery of transport services, which suffer from other policy distortions. The second objective of this study is to evaluate gains to the economy when the delivery of transport services becomes relatively efficient through removing tax and other policy distortions. Such an analytical exercise is implemented using a general equilibrium model of the economy within the framework of input-output flow matrices. In the absence of any quantitative measure of inefficiency levels, this study computes their implicit values based on international and domestic databases on the usage of transport services and taxation thereon. Finally, the study sheds light on some indicative relationships between efficient provision of transport services and the greening of the economy.

P20 Understanding the link between transportation service delivery and utilization in Nigeria: A case study of Delta State

BackgroundTransportation is important in developing any society. Many Nigerians lack effective and efficient transportation service delivery despite the advances in technological know-how in the world. There is absence of a system for effective communication between the transport service providers and users. This study focuses on public road transportation and attempts to understand the link between transport service delivery and its utilization, relative to establishing a ‘direct call services system’ for transportation services in Nigeria.The objectives of this study are to determine the prospect of a model transport service scheme in Nigeria that links transport service providers and users; and to determine the major challenges encountered by transport service providers and users. MethodsThis qualitative cross-sectional study adopted focus group discussions for gathering information and the stratified purposeful sampling technique was used to get the sample. Questions were administered in a discussion format to transport service providers, and transport service users separately, each comprising two groups of participants. ResultsEighteen road transport users were involved in this study, 8 and 10 persons in the first and second focus groups respectively. Overall, 14 (77.78%) participants were willing to use the services while 4 (22.22%) were not. There were 14 road transport providers, 7 in each focus group, and all participants were willing to provide services through the scheme if available. The study showed that both transport service providers and users are likely to be interested in an innovative scheme involving the operations of a call center that could link them together.The major transportation challenges mentioned include: bad roads, poor road network, inefficient vehicles, drivers exploiting passengers, inexperienced drivers, restriction to cabs, insecurity, fuel scarcity, unreliable motor parks, high cost of transportation, poor financing of the transport industry, disturbance by law enforcement agents, touts and local government officials, and difficulty with vehicle maintenance. ConclusionsTransportation planning and application of information and communication technologies system can enhance transportation service delivery in Nigeria. A good understanding of transport economics in relation to consumer behavior can drive innovative ideas to develop the transport service industry and improve quality of life of the public.

An innovative model of service delivery to improve standardisation and market integration: Extension framework for ISO 20022 card payments

This paper presents an innovative model delivering value-added services (VAS) on a multi-application card using both payment and VAS during the same payment transaction. The idea was born in the framework of the TITAN research project, with the aim of achieving a multi-application and multi-channel platform. Starting from EPAS protocol’s perspective to standardise electronic payments, the aim is to include VAS data management in the current financial messages. In order to improve the process of card payment transactions through the delivery of new VAS, cooperation between EPASOrg and TITAN’s team was established. This cooperation facilitated the examination and submission to ISO 20022 of data components related to the provision of VAS meeting the requirements of those new contactless applications developed during project activities. The latter result led a Change Request to ISO in order to allow the extension to VAS on standard ISO 20022 related to card payment. The innovative model proposed is validated through an example with reference to a transport service delivery, highlighting the full benefits of innovative and integrated payment services. The conclusion summarises the next steps and underlines possible implications for future business and technological developments.

Connected Car: Quantified Self becomes Quantified Car

The automotive industry could be facing a situation of profound change and opportunity in the coming decades. There are a number of influencing factors such as increasing urban and aging populations, self-driving cars, 3D parts printing, energy innovation, and new models of transportation service delivery (Zipcar, Uber). The connected car means that vehicles are now part of the connected world, continuously Internet-connected, generating and transmitting data, which on the one hand can be helpfully integrated into applications, like real-time traffic alerts broadcast to smartwatches, but also raises security and privacy concerns. This paper explores the automotive connected world, and describes five killer QS (Quantified Self)-auto sensor applications that link quantified-self sensors (sensors that measure the personal biometrics of individuals like heart rate) and automotive sensors (sensors that measure driver and passenger biometrics or quantitative automotive performance metrics like speed and braking activity). The applications are fatigue detection, real-time assistance for parking and accidents, anger management and stress reduction, keyless authentication and digital identity verification, and DIY diagnostics. These kinds of applications help to demonstrate the benefit of connected world data streams in the automotive industry and beyond where, more fundamentally for human progress, the automation of both physical and now cognitive tasks is underway.

Leveraging Telematics for Optimal Fleet Performance

This study aimed at evaluating the effectiveness of a modern fleet management system implemented in Kenya Power & Lighting Company, a utility firm in power distribution to improve the logistics of transporting staff, goods and materials. Fleet operations are increasingly turning to vehicle telematics systems to boost profitability, productivity and operational efficiencies. The vehicle telematics also known as a GPS fleet management system or GPS vehicle tracking system combines a GPS receiver and an electronic GSM device installed in each vehicle, which then communicates with the user and web-based software which provides monitoring of the vehicle location, movements and status of a vehicle or fleet of vehicles. Evidence of companies reducing costs, eliminating inefficiencies and locating lost equipment are making telematics an attractive investment for transport business owners. The study employed the mixed methods research to provide a better understanding of the research problem by use both quantitative and qualitative approach in data collection. The research findings show a positive impact on the delivery of transport services at reduced operational cost after the adoption of the GPS enabled fleet management system in the company transport operations.

Ensuring safe mobility in Stockholm, Sweden

Stockholm is one of the most accessible cities in Europe. This Scandinavian capital received the 2013 Access City award for disabled-friendly cities, a third place after Berlin and Nantes, France. However, the goal of providing safe mobility for all remains a challenge. People with one or more disabilities report being victims of assault and robbery twice as often as the general population. They avoid going out after dark because they are afraid of being exposed to crime more often than the rest of the population. The elderly, women and the disabled are often pointed out as being more fearful than other groups of passengers. The aim of this paper is to report on the safety conditions for passengers who report themselves as having a disability using data from different sources. The study also illustrates a number of initiatives that are intended to provide safe mobility for all, both from the perspective of those who are responsible for the delivery of transportation services and from those who use the system. The paper finishes with a discussion of current challenges both in practice and research.

Implementing Congestion Pricing on Metropolitan Highway Networks with Self-Financing Public-Private Partnerships

This paper presents a new public-private partnership model for road pricing applications either at the facility level or on a region-wide highway network. The model addresses issues of monopoly power and efficiency of delivery of transportation services. The paper also addresses issues relating to financial self-sufficiency of integrated multimodal pricing strategies and assesses the financial self-sufficiency of an ambitious region-wide pricing concept that integrates multimodal mobility choices.

Delivering trusting partnerships for route bus services: A Melbourne case study

The Thredbo Conference series has developed the idea of negotiated performance-based contracts as effective public transport service delivery mechanisms, with trusting partnerships between authority and operators providing an environment likely to maximise the performance of this delivery mode. However, there is a distinct lack of relevant case study material on trusting partnerships in public transport to affirm this proposition. This paper seeks to redress the balance. It outlines the system development directions that are being implemented for bus services in Melbourne, Australia, and the way that a broad-based constituency has been built to support those directions. It then illustrates the extension of the tactical trusting partnership approach between purchaser and provider to the level of the individual operator contract, showing how this should create a flexible yet disciplined environment to manage and cope with change and growth. The broad nature of the new contracts is summarised and, building on the findings from Thredbo 9, processes that are being implemented to manage the on-going relationship between purchaser and providers are outlined. Finally, the paper argues for extending KPIs beyond the operator to encompass the authority/regulator and the partnership of authority/operator, to extend performance pressures beyond the operator and recognise the interdependence of partners in a true partnership.