Passenger Perceptions Research Articles

Analisis Kualitas Pengelolaan Bus Tayo Dalam Mewujudkan Kota Tangerang Sebagai Smart City

Tangerang City Government has implemented a smart city policy, with public transportation via Bus Tayo being one of its programs. The difficulties encountered in managing Bus Tayo include a lack of integration with other modes of transportation, a lack of reliability of facilities on board, inaccurate schedules, and inflexible payment systems. This study aims to analyze the community satisfaction index towards Bus Tayo services and the quality of bus management by the operator. This study employs a mixed method (quantitative and qualitative). The quantitative data came from passenger perception surveys, and the qualitative data came from interviews, observations, and document studies, with key informants being PT. Tangerang Nusantara Global officials. Result show that the community satisfaction index on Bus Tayo services is 68.55 with a good predictor. All performance targets, namely environmental sustainability, safety, physical and social accessibility, reliability and consistency, integration of micromobility, and integration of information and communication technology, have not been met in terms of Bus Tayo management quality. As a result, increasing the number of human resources, improving the service culture, improving the quality of bus infrastructure and facilities, and implementing a flexible multi-payment system are all necessary.

Exploring the passengers’ socio-economic structure and its impact on the perception of railway infrastructures and services in Tripura, India

The railway is a cost-efficient transport system that ensures economic development, social well-being, environmental sustainability and regional cooperation. As a prime mode of public transportation, it provides significant passenger service throughout the world. It is necessary to understand what passengers think about railway infrastructures and services to enhance passenger satisfaction, increase ridership and reduce the railway policy gap. Many socio-economic factors like education, income and occupation may influence the epistemological thought process of passengers about railway infrastructure and service quality. This study was conducted in Tripura, North-eastern India, to examine the effect of a passenger’s socio-economic structure on their perception of railway infrastructures and services. About 735 samples were collected from all 27 railway stations of Tripura through stratified random sampling. To understand passenger perceptions about railway infrastructure, a 5-Point Likert Scale has been used. A Modified Satisfaction Index (MSI) has been proposed to analyse the degree of passenger satisfaction by modifying an existing method. The Kuppuswamy socio-economic scale has been used to identify the association of social class on passenger perception to address the policy gap and provide alternative technical solutions by formulating effective strategies for enhancing service quality. The contribution of the study is to provide insights into the importance of considering socio-economic factors in enhancing service quality and improving passenger satisfaction. Additionally, the proposed MSI can offer a reliable and practical tool for measuring passenger satisfaction with railway services.

Investigating the role of preference variation in the perceptions of railway passengers in Great Britain.

This study explores the factors associated with passenger satisfaction on the UK railways. To uncover taste variation, the data was segmented into three homogeneous groups of passengers through a latent class ordered logit model, whereby the class allocation was based on observed personal and trip characteristics. The findings suggest that there is significant variation in the impact of service attributes on overall satisfaction across the segments, 'class a', 'class b' and 'class c'. Class a (15% of the sample) consists of moderately dissatisfied to highly dissatisfied passengers, for whom 'punctuality/reliability' is most impactful on overall satisfaction. Respondents in this class are much more likely to experience adverse service conditions such as delays or crowding conditions. Class b (32% of the sample) consists of passenger who are quite critical and moderately satisfied, for whom 'hedonic' factors such as 'upkeep and repair of the train' and 'seat comfort' were most impactful. Finally, class c (53% of the sample) consists of passengers that are generally satisfied, and for whom the 'value for money of the ticket price' is most impactful on overall satisfaction. Interestingly, for both 'class b' and 'class c', 'punctuality/reliability' plays a more limited role in determining overall satisfaction compared to 'class a'. This suggests that the role of 'punctuality/reliability' in determining overall satisfaction is more complex than presented in the literature thus far. Finally, unobserved taste variation plays an important role in the model, as the class allocation is not always easily linked to observed groups in the data. This paper thus highlights the importance of accounting for unobserved and systematic sources of heterogeneity in the data and could provide useful insights for analysts, policy makers and practitioners, to provide more targeted strategies to improve passenger satisfaction.

Optimal Management Strategy for the Deviation of Urban Metro Public Space Development Tendency—Case Study Guangzhou City, China

Based on the existing literature and field observation, the research takes Guangzhou as representative city and its deviation in the development of urban metro public space represented as the research object. It is believed that the deviation is mainly manifested in six dimensions: variables of social demography, details of taking metro, daily stress perception of passengers, perception on humanized design level of metro, perception on integration and intelligent level of metro space, perception on characteristic design and humanistic design level of metro space, and their correlation will be verified through data collection and analysis. The results found that: 1) Stress perception of passengers will lead to a negative predictive effect on passengers’ perception on metro public space development trend. 2) Passengers’ perception on humanized design level of metro will have positive and active effect on their perception on metro public space development trend. 3) Characteristic design and humanistic design level of metro space will lead to a positive predictive effect on passengers’ perception on metro public space development trend. 4) In the process that humanized design level of metro affects passengers’ perception on metro public space development trend, characteristic design and humanistic design level of metro space play a mediating role. 5) Passengers’ stress perception have moderating effect in the process that humanized design level of metro indirectly affects the passengers’ perception on metro public space development trend.

Passenger‐perception dynamic ridesharing service based on parallel technology

AbstractWith the emergence of new information and communication technology, mobile‐based ridesharing services have received more attention and have improved. They offer timely and convenient service and exert an enormous influence on pollution and congestion by allowing passengers to share overlapping routes. However, ridesharing services have also been discussed and called into question by people with respect to their attractiveness, their comfort, and passenger safety. This paper proposes a ridesharing algorithm with a perceived mechanism by introducing multiple dimensions of perceived value to overall assess passengers’ perceptions. The approach involved can continuously track the psychological changes in passengers during travel, capture the dynamic and comprehensive perceptions of passengers, and make real‐time adjustments on this basis. Furthermore, the proposed partition‐based parallel strategy can ensure high‐quality services and further enhance computational efficiency. Finally, numerical experiments are conducted based on the urban transportation network and the actual trip data from Manhattan to evaluate the performance of the proposed algorithm. The results show that it is important to effectively capture the passengers’ perception of ridesharing services and apply them to optimization mechanisms, which will contribute to improving the perception of ride experiences and attracting potential passengers.

Effects of aircraft tray table height and neck posture on passenger comfort: A study of the economy class cabin.

The tray table in economy class air travel may cause excessive neck flexion and discomfort in passengers. The purpose of this study is to examine the influence of different tray table heights on the neck posture and discomfort perception of passengers. A passenger experience survey was used to determine the passengers' view that the tray table was not high enough, and that most passengers were dissatisfied with the overall comfort evaluation of the tray table, especially passengers with obesity. Three head-neck angles and discomfort perceptions of six body parts in 58 participants were recorded by neck posture 3D scanning and perceived level of discomfort assessment, respectively. Tray tables at the original height (68 cm) caused unnatural neck posture and discomfort in participants. Raising the tray table can improve the neck posture of participants and reduce discomfort. However, raising the tray table too high will cause more shoulder discomfort in participants. Based on the results, 78 (±2) cm is suggested as the suitable thresholds range of tray tables for economy class air travel. The results and findings of this study could provide a theoretical base for the optimization of tray table design.

Optimal cancellation penalty for competing ride-sourcing platforms under waiting time uncertainty

This paper investigates the optimal fare and penalty strategy of ride-sourcing platforms in a competing market. When ordering ride-sourcing services, passengers encounter waiting time variability due to the uncertainty in the matching and pickup processes. In some scenarios, some passengers order ride-sourcing services from multiple platforms to save waiting time, which results in subsequent order cancellations. To capture the behavior of order cancellation, this paper derives the cancellation probability based on the perceived inhomogeneous Poisson process. In view of the punishing effect and blocking effect of order cancellation penalty, this paper investigates the impact of order cancellation penalties on market equilibrium and platform revenue. We formulate a game-theoretic framework and obtain the duopoly market equilibrium to explore the optimal pricing (including penalties and fares) of different platforms. By incorporating passenger perceptions into the order cancellation behavior, this study produces insightful pricing schemes for the ride-sourcing platforms.

Bi-objective bus scheduling optimization with passenger perception in mind

With the development of big traffic data, bus schedules should be changed from the traditional "empirical" rough scheduling to "responsive" accurate scheduling to meet the travel needs of passengers. Based on passenger flow distribution, considering passengers' feelings of congestion and waiting time at the station, we establish a Dual-Cost Bus Scheduling Optimization Model (Dual-CBSOM) with the optimization objectives of minimizing bus operation and passenger travel costs. Improving the classical Genetic Algorithm (GA) by adaptively determining the crossover probability and mutation probability of the algorithm. We use an Adaptive Double Probability Genetic Algorithm (A_DPGA) to solve the Dual-CBSOM. Taking Qingdao city as an example for optimization, the constructed A_DPGA is compared with the classical GA and Adaptive Genetic Algorithm (AGA). By solving the arithmetic example, we get the optimal solution that can reduce the overall objective function value by 2.3%, improve the bus operation cost by 4.0%, and reduce the passenger travel cost by 6.3%. The conclusions show that the Dual_CBSOM built can better meet the passenger travel demand, improve passenger travel satisfaction, and reduce the passenger travel cost and waiting for cost. It is demonstrated that the A_DPGA built in this research has faster convergence and better optimization results.

The before and after of the airport concession at the International Airport of Rio de Janeiro: a survey of tourist demand

Airport concessions in Brazil began in 2011 due to the need to improve passenger services and adapt airports to international standards. Physical and managerial transformations were adopted and, among the concessioned airports is the Tom Jobim International Airport - AIRJ, located in the metropolitan region of the state of Rio de Janeiro, which is the object of study of this work, which aims to understand the perception of passengers of the AIRJ in relation to the changes through quali-quantitative, bibliographical and explanatory research. Data were collected through interviews and online questionnaire. Respondents were people who used the AIRJ service before and after the concession process, covering the period prior to August 2014, when there was no intervention by the concessionaire, and from 2016, when most of the works were completed for the Rio de Janeiro Olympics. As a result, it was understood that passengers have perceived the AIRJ changes in a positive way, although some negative aspects are still signaled.

Enhancing service quality of rural public transport during the COVID-19 pandemic: a novel fuzzy approach.

In order to encourage the use of public transportation, it is necessary to make it more appealing to commuters by conducting frequent Service Quality (SQ) evaluations and modifications. Understanding passengers' expectations of public transportation are important, and evaluating the SQ is an essential tool for assessing the overall performance of the public transportation system. The purpose of the present study was to examine the expectations and perceptions of core passengers regarding SQ in public bus transportation. By surveying 598 passengers in rural public transportation in India, the study results are illustrated and further discussed to guide possible bus SQ improvements in rural areas. In addition, the impact of these expectations and perceptions on satisfaction levels of rural public bus transportation services are explored by applying the Interval-Valued Pythagorean Fuzzy (IVPF). The outcomes of the survey indicated significant disparities among expectations and perceptions of passengers, as well as widespread dissatisfaction with the delivery of bus services in rural areas as a whole. The dependability and adaptiveness of the bus service have been critical in describing the overall quality of bus services in rural areas, and best practices from around the world were used to develop a set of recommendations for transportation operators and local officials.

How transit improvements are perceived by passengers? Results of a before-after customer satisfaction survey

Although customer satisfaction surveys are widely utilized by transit agencies, there are limited analyses in the literature on the perception of passengers as a result of service improvements. A before-after study can help to evaluate the effect of changes from customers points of view and thus guarantee a continuous improvement in the service. In this paper, customer satisfaction was directly observed through a Customer Satisfaction Survey (CSS) before and after certain changes. Furthermore, Structural Equation Modeling (SEM) is utilized to evaluate pas-sengers perception of the service attribute importance. Finally, an Importance-Performance Analysis (IPA) is adapted to analyze the changes in satisfaction and importance from the passengers perspective on each service attribute. In both before and after cases, a consistent SEM structure is used. The follow-up IPA provides transit agencies with priorities to improve service attributes and helps managers to devote their resources to key attrib-utes that matter to the riders. Metro line 3 in Tehran was selected as the case study which is 33.7 km long with 25 stations. Two surveys were performed one before (with the sample size of 300), and one after (with the sample size of 384) a set of changes the most important of which was a headway reduction. The SEM was developed with five latent variables of main service, comfort, information, protection, and physical appearance. This structure was assessed on both the before and after data collections and showed to be valid. Security at the station and security on board were the most important service attributes in both waves according to their factor loadings, while ethics and behavioral messages had the smallest factor loading and the least importance. Comparing the attributes in both surveys suggested that reducing the headway was effective, although it did not seem to be sufficient for en-hancing the overall customer satisfaction and improvements need to be continued.

Loyalitas dan Kepuasan Penumpang Kereta Api Argo Parahyangan

This research aims to measure service quality and timeliness which has an impact on passenger loyalty and passenger satisfaction on the Argo Parahyangan train. Some problems, such as the frequency of use of the Bandung-Jakarta Argo Parahyangan Railway transportation services, have not shown a minimum limit every weekend. There is still a difference between the departure and actual arrival of the Argo Parahyangan train against the schedule that has been set. The arrangement of the operating plan has not been maximized due to limited facilities. Research with a sample of 89 respondents and data analysis method using the method of path analysis. The results show that passenger satisfaction can mediate the indirect effect of service quality on passenger loyalty. Passenger satisfaction is able to mediate the indirect effect of punctuality on passenger loyalty. The key finding of this research is the perception of passengers who feel they have never received other services as comfortable as rail transportation and state that they will not switch to using rail transportation.

Should I Travel by Metro? Analyzing the Service Quality Perception of Elderly and Physically Disabled Passengers in Delhi, India

Transit officials worldwide continuously learn from passenger perception surveys to improve service quality and enhance transit ridership. However, many elderly and physically disabled (E&PD) passengers are transit users with special needs whose service requirements have received insufficient attention in the past. In fact, providing satisfactory transit services to E&PD passengers is often a critical challenge for transit officials, since a theory of interrelations among service factors is not yet established from E&PD passengers’ perspectives. Therefore, the present study aims to establish interrelations among service quality factors and identify service improvements for E&PD passengers using satisfaction data from 254 E&PD passengers of Delhi Metro. For this purpose, this study has employed an integrated Bayesian networks and partial least squares path modeling approach. The obtained results have shown some remarkable and meaningful interpretations. For instance, a one-unit increase in satisfaction with the “safety & security” factor would induce a 68% increase in their satisfaction with overall service quality. Besides, importance–performance map analysis showed that Delhi Metro must consider “safety and security,”“passenger ease,” and “seamless connectivity” as high-priority areas needing improvements to promote E&PD-friendly transit services. Overall, the findings of this study suggest several policy measures that would enrich the service quality and achieve universal design standards in metro rail transit systems.

BerlinUnter Grund: Vision beyond the surface city

AbstractThis article examines a selection of poetry and short prose depictingU‐Bahnjourneys in early 20th‐century Berlin. While the cultural imagination of Berlin's emergence as a modern metropolis in the late 19th and early 20th centuries is closely intertwined with the historical novelty of exterior spaces in the city and the figure of the perambulating flaneur, the cityscape's underground, made up ofU‐Bahntunnels and thousands of passengers have figured much less prominently in scholarship on Berlin's modernity. The close readings focus on the texts’ mediation of the sensory experience of underground dwelling and the impact of the sudden shifts between above‐ and belowground environments on the passenger's perception of space. As the article shows, the visual imagination and literary tropes that we encounter in theU‐Bahnsignify not only modes of representing modern urban space but also hold significance for understanding the importance of threshold experiences in modernity.

Study of Passenger Perceptions for Public Transport During Covid 19 in Pekanbaru, Indonesia

During the COVID-19 pandemic, the manager of the Trans Metro Pekanbaru bus limited the number of passengers, operating hours, and rit. This policy follows the implementation of a transition period to the new normal in Pekanbaru City. With the enactment of this government policy, it has made an impact on the performance of Trans Metro Pekanbaru public transportation during the COVID-19 pandemic. This study analyzes the performance of Trans Metro Pekanbaru public transportation during the COVID-19 pandemic based on passenger operations and perceptions. The research methods used in this study are quantitative and qualitative. The data analysis used is the analysis of operational performance data during the COVID-19 period, and the analysis of passenger perceptions of service performance during the COVID-19 period. The results of this study show that the operational performance of Trans Metro Pekanbaru public transportation during the COVID-19 pandemic based on load factor, headway, and frequency indicators is considered poor. The average load factor value on all routes is below 70%, with the highest and lowest average values being 42% on the Ramayan – Pandau route and 2% on the Unilak – Palas Raya route. The average headway value on all routes is more than 10 minutes, with the highest average score being 63 minutes on the BRPS - UIN and Ramayana - Unilak routes. The average frequency value on all routes is only 1-3 vehicles/hour on average, with the highest average value being 5 vehicles/hour on the Ramayana - Pandau route. Based on passenger perceptions, it shows that passengers' perceptions of the quality of Trans Metro Pekanbaru public transportation services during the COVID-19 pandemic are considered good. This can be seen from the average score of respondents' assessment of 74.86%.

Exploring the Impact of Port Performance

This study aims to measure passengers perception of the significance of the factors of check- in establishment, amenities, terminal establishments, and airport availability establishment with regard to their visit to the airport and their perceived position of performance of the particular establishment and the performing gap. Using intentional slice system, data was collected from the departing passengers of the Cochin International Airport Limited. A modified significance performance analysis system is developed using exploratory and confirmational factor analysis styles with the help of structural equations for the purpose of this study. For the analysis, originally an input model was developed by using plates. This original model is meliorated to reach the final model. An empirical case study of the comprehensions of the passengers about the significance and performance of the establishments at the airport is handed in this paper to test the effectiveness and felicity of the modified IPA and gap analysis in the dimension of the position of performance of a establishment. Result of the gap analysis shows that except the check- in complexes there's a gap between significance and satisfaction situations of passengers in respect of the establishments and, the airport authorities should give further attention to the complex operation at the airport.

Research on Innovative Design of railway passenger service

In order to improve the quality of railway passenger service, the quality of railway passenger service is investigated through field investigation and questionnaire survey, the evaluation index system of railway passenger service quality is established, and the Delphi method is used to screen important service quality evaluation indicators, The model of railway passenger service quality evaluation is established by Delphi method and analytic hierarchy process based on passenger perception, the top five indicators in the weight ranking in the station service quality evaluation index system can show the importance of the station environment in improving the quality of passenger service. On this basis, 1088 valid questionnaires on the addition of lifting stools in station waiting halls were analyzed. The results show that most passengers are concerned about the comfort of the renovated seats and the safety of luggage storage, and the innovative design of the lifting stool greatly improves the space utilization of the waiting hall when improving the railway passenger service.

Passenger perception of commuter line service quality in Indonesia

This research aimed to study the opinion and perspectives of Commuter Line passengers in Indonesia by using 18 attributes of service quality. There still needed to be more understanding about which service attributes were less satisfying and which were more pleasing to the Commuter Line passengers in the area of Jakarta and its surroundings. This research used factor analysis and Principal Component Analysis to select among the 18 Commuter Line service quality variables with the Varimax and Ordered Logit model rotation method. The number of samples used was 384 respondents from Commuter Line passengers in Jakarta and its surroundings. The result of factor analysis stated that the 18 attributes of service quality with three factors were the main attributes of service quality being used, namely the factor of station facilities and passenger behavior, the factor of ticket and security system, and they had reasonably strong correlations. The key finding of this research was that some service quality attributes, such as the crowd or density of trains, station stair facility, station lift facility, station seat facility, and shelter, were perceived as the attributes of service that were less satisfying. This research provided valuable insights into important factors affecting the opinion and perspective of Commuter Line passengers in Jakarta and its surroundings.

How airline service post COVID-19 pandemic? Domestic LCC passenger perception in Indonesia

Domestic Low-Cost Carrier (LCC) airlines are the primary choice for travelers when traveling during the post-pandemic COVID-19. Indonesia is a country with quite a lot of flight routes with various LCC services. This research was conducted on domestic LCC services in Indonesia during the Post COVID-19 pandemic, completed in December 2022 and January 2023. Data were obtained using a questionnaire with 100 respondents using a Linkert scale. Analysis of the data was carried out using Importance Performance Analysis and Customer Satisfaction Index. The research results show exciting things. Based on the results of the CSI calculation, it is 74.72%. This result means that domestic LCC passengers consider the airline's service Fair. The results of mapping the level of importance and performance of domestic LCC obtained two attributes included in the main priority: Information to passengers in the event of a delay and maintenance and availability of cleaning facilities on the plane. In addition, the Convenience dimension is a priority that must be considered by domestic LCC airlines in Indonesia.

COVID-19: Perceptions of public transit passengers on its management and influence on sustainable transport in Ibadan

COVID-19: Perceptions of public transit passengers on its management and influence on sustainable transport in Ibadan