Public Transport Service Quality Research Articles

Development of a Method for Assessing the Quality of Public Transport Services within Urban Transportation Planning Systems

Development of a Method for Assessing the Quality of Public Transport Services within Urban Transportation Planning Systems

IS THE DEPENDENCE OF PASSENGER STRESS ON THE PERCEIVED QUALITY OF TRANSPORTATION IS MORE COMPLEX THAN WE INTENDED? EXPANDING THE METHODOLOGICAL BASIS OF RESEARCH AND DECISION MAKING

Purpose. Development of a methodological basis for measuring the dependence of passenger’ stress on the perceived quality of public transport service. Its achievement will contribute to certainty in management situations, when the task of the transport operator's management is to reduce the stress level of passengers. Research methodology: Research methodology: First survey was conducted by the Joint Stock Company "Ukrainian Railway". We found the most important attributes of the quality of transport service for passengers by types of wagons, the advantages and disadvantages of trip, the desired vectors of the customer value of the transport service. The second survey was conducted in the Luxembourg on the travel behavior of residents and commuters from neighboring countries. The results showed that the quality of the transport service perceived by the passenger is the main factor of stress. The dependence of passengers' stress level on attributes and aggregated perceived quality is complex. Therefore, when studying it, it is necessary to apply measurements along many dimensions. Scientific novelty. An important interest of transport operator is the dependence of passenger stress on the perceived quality of transport service. Point-oriented approaches to its study do not provide complete information that the management of the transport operator needs when developing measures to reduce passenger stress. The literature on passenger stress is analyzed from the point of view of the completeness of management information, which is necessary for transport operator to reduce passenger stress. The results of the literature review are checked in the authors' own research, which they conducted in Ukraine and the Grand Duchy of Luxembourg. New approaches to measurement of the dependence between passenger stress and the perceived quality of transport service are proposed. They form a broader methodological basis for research and management in this area. Practical significance. The application of the proposed approaches by the management of the transport operator will allow it to make decisions on regulating the quality of the transport service in order to reduce the stress of passengers on the basis of more complete management information.

Uncovering the Heartbeat of Public Transport in Klang Valley—Is Your Journey Satisfying?

This paper explores the essential elements of public transport service quality to enhance commuter preferences in Klang Valley, Malaysia. It specifically investigates reliability, assurance, tangible aspects, and responsiveness as key dimensions impacting customer satisfaction while riding on public transport among the urban residents in the Kuala Lumpur urban area. The study's main aim is to examine relationships among these dimensions and their overall influence on customer satisfaction using quantitative methods, with multiple linear regression analysis and convenience sampling used. The research seeks to capture a representative sample size to provide insights for targeted improvements in the overall public transport system.

Towards better public transport services: Understanding service quality attributes of public transport in states of developing countries

This research investigates the service quality attributes of PT and the influence of the attributes on users’ satisfaction. Improving public transport (PT) facilities such as road networks and connectivity systems must align with service quality aspects. This research investigates the service quality attributes of PT and the influence of the attributes on users’ satisfaction. A survey was conducted to examine users’ perceptions of the service quality of PT in Sarawak, Malaysia. Service quality indicators have been chosen based on service quality attributes in previous research and analyzed using factor analysis (FA) to group the indicators into service quality attributes. Conformity Factor Analysis (CFA) was used to determine which attributes could significantly impact users’ satisfaction. Based on the survey results, the service quality of PT services in Sarawak is average, as most of the mean scores for each indicator of service quality and user satisfaction are less than 4.0. Four service quality attributes have been obtained from FA, i.e., vehicle condition, customer service, travel experience, and accessibility. The CFA analysis and structural model results showed that the attributes of vehicle condition, customer service, and accessibility significantly positively impact users’ satisfaction. The findings in this research can be used as references for PT providers, policymakers, and the government in improving the service quality of PT in Sarawak State.

Transportation Demand Omotenashi at Ijen Corridor: The problems and development strategies

<span id="docs-internal-guid-3a1adbc2-7fff-d226-d93d-75cbf118e367"><span>Ijen was one of the roads in Malang City with land use intensity dominated by education and trade and services, generating land use caused a large movement. The main purpose of the study was to identify some problems and propose solutions to improve the performance of Ijen corridor. The meaning of “</span><span>Omotenashi</span><span>” is  Japanese-style excellent service mindset consisting of hospitality aspect, familiarity and warmth aspects. The study employed Customer Satisfaction Index (CSI) and Analytical Hierarchy Process (AHP). Analysis of the familiarity aspect was descriptive evaluative interaction of public transport passengers. The analysis of the warmth aspect was descriptive evaluative in physical, social and historical attractiveness. The results showed that hospitality level at Ijen Corridor was 2.038 (hospitable), the familiarity aspect was 61 out of 100 people have interacted on the public transport, while the warmth aspect showed that many buildings are physical attractions and historical areas. The Ijen Corridor's alternative development strategies include raising public awareness of the use of public transportation, restricting access to motorized vehicles, law enforcement, and improving bicycle infrastructure, as well as enhancing the quality of public transportation services, pedestrian facilities, parking management, and carpooling/sharing.</span></span>

Analyzing university students’ mode choice preferences by using a hybrid AHP group-PROMETHEE model: evidence from Budapest city

Over the last decades, the analysis of mode choice preferences has become a vital aspect of enhancing the quality of public transport services. Most papers aim to derive conclusions from large-scale surveys. However, for specific homogenous patterns, such as university students, a smaller group of evaluators might also be sufficient. Such a survey can rather be considered as an expert survey, in which few representatives might express the preference of a larger community, thus, a different methodology can be more effective than the traditional statistical techniques. This paper aims to introduce a new approach that combines two multi-criteria decision-making methods, the analytic hierarchy process and the preference ranking organization method for enrichment evaluation, for a hybrid consensual model by aggregating the individual priorities defined by each decision-maker. The introduced model presents advantages in terms of reducing time, cost, and effort compared to statistical methods and requires solely necessary information from the users via objective and subjective evaluations. The model’s effectiveness is tested with real-world data from the city of Budapest; highlighting the significant impact of the underground mode on users’ behavior toward public transport. In addition, the outcomes are compared to other existing results of student preference surveys.

Kesiapan Pemerintah DKI Jakarta Dalam Agenda Setting Rancangan Peraturan Pengendalian Lalu Lintas Secara Elektronik

The Electronic Road Pricing (ERP) policy or paid road policy is here as the newest innovation from the Regional Government of DKI Jakarta to solving the problem of Jakarta's traffic jams which are getting out of control every day. After going through a long journey, this ERP policy is contained in the legal basis for the Draft Regional Regulation (Raperda) for Electronic Traffic Control (PL2SE). The Raperda, which has entered the early stages of review by the DPRD, will be reviewed for its readiness in the study of the literature on this research as well as the agenda setting of the policy. The results obtained include the Regional Government of DKI Jakarta which has prepared regulations and a legal basis, determining road sections, and the time of implementation. However, the government still has many things to consider, including the tariffs that will be imposed on this ERP, the technology that will be used, the condition and quality of public transportation services and facilities to the management of the ERP policy that will be carried out. The agenda setting for this policy has a problem flow (policy stream) in Jakarta congestion which is already very difficult to control, where the contributing factors are the community's preference for private vehicles, the road capacity factor, the human (community) awareness factor for traffic order, and also the factor of unfinished infrastructure development.

Exploring accessibility and service quality perceptions on local public transportation in Thailand

This study aimed to analyze the relationship between perceived accessibility of service quality and intention to use public transportation systems. The sample population comprised 400 public transport users, aged 20–60 years. The study was divided into two parts. The first parttested the quality indicator of public transportation services by modifying the SERVQUAL method. Confirmatory factor analysis (CFA) was then conducted and subsequently analyzed for the correlation between perceived accessibility of service quality and intention to use the public transportation system using the structural equation model (SEM). The results showed that the service quality measurement model consisted of 10 components, comprising 40 indicators. The values met the criteria and were suitable for use as indicators of local public transport service quality in Nakhon Ratchasima Province, Thailand. It was found that attitude was the factor that most affected the intention in using public transport, followed by perceived behavioral control and accessibility. Perceived service quality was considered an important variable for perceived accessibility. The study results indicate that service quality has an effect on perceived accessibility in public transportation systems, especially in terms of responsiveness, convenience, and safety. Enhancing the quality of service in these specific areas will heighten user awareness of easily using public transportation services. Furthermore, it is a pivotal factor in promoting better accessibility to public transport services in rural areas.The last part measured the heterogeneity in perceived accessibility and intention between the groups and found significant differences. The obtained results may be beneficial to the government and agencies involved in formulating policies to promote the use of public transportation and its accessibility. Additionally, the service quality indicators should be considered in improving the service quality of public transportation suitable for the area.

PREREQUISITES FOR THE CREATION OF A SINGLE OPERATOR OF URBAN PASSENGER TRANSPORTATION

In this article, the authors consider the prerequisites for creating a single operator of urban passenger transportation. This organization is necessary to control the operation of all types of urban passenger transport. The prerequisites are problems in the field of urban passenger transport: poor quality of public transport services, which leads to numerous complaints and dissatisfaction of passengers. A single operator of urban passenger transportation will help solve these problems, as it will monitor the quality of services provided by carriers.
 The purpose: to analyze the prerequisites for creating a single operator of urban passenger transportation in modern cities.
 Method or methodology of the work: statistical analysis and synthesis were used in the article.
 Results: the problems of urban passenger transport are identified, which are prerequisites for the creation of a single operator of urban passenger transportation, namely, low indicators of the quality of passenger transport services according to various criteria
 Scope of application of the results: research activity on the development of new approaches in the field of organization of transportation and transport services.

Стандарт транспортного обслуживания как основа повышения качества пассажирских перевозок транспортом общего пользования

There is a debate in the scientific world about the indicators of transport services for the population that are subject to standardization. The key methods for assessing such quality indicators are expert and sociological, which are characterized by subjective assessment. In the article, using the example of calculating the indicator “Satisfaction with the quality of transport services for public passenger transport in urban agglomerations,” the assumption was tested that reducing the subjectivity of quality assessment and increasing the reliability of the result is influenced by the optimal number of indicators used and the use of weighting coefficients. The calculations performed did not confirm the hypothesis. The completed study confirms that quality indicators determined through consumer satisfaction cannot be key. To achieve the proper level of quality of public transport services for the population, it is necessary to develop transport service standards at all levels (federal, regional, local), and update existing standards in terms of updating the range of indicators. To assess the quality of transport services for the population, use objective indicators as much as possible and minimize the number of indicators calculated as a “share”.

A composite index for the evaluation of sustainability in Latin American public transport systems

Latin American public transport (PT) systems are the backbone of urban transport with high ridership levels but at the same time, they face substantial deficits in terms of their sustainability. No comprehensive framework for PT sustainability assessment exists so far that is tailored to the specific local situation in this region. Therefore, this study develops for the first time a theoretically sound and feasible index for assessing the sustainability of PT systems in Latin America, the Sustainable Public Transport Index for Latin America (SPTI-LATAM). The index is based on an Assessment Indicator Model (AIM) with overall 49 indicators in the five dimensions system effectiveness, social, environmental, economic, governance and integrated transport planning. The SPTI-LATAM is designed with three levels: 1) the basic index (BSPTI) containing 32 indicators; 2) the extended index (ESPTI) including 11 additional indicators; and 3) the global index (GSPTI) with 6 additional indicators. The BSPTI is computed for eleven case study cities to demonstrate its feasibility and to analyze the sustainability of PT systems in the region. The framework uses the Equal Weighting Aggregation (EWA) method for assigning weights to each indicator, the Weighted Sum Model (WSM) for aggregating the indicators to the overall index and international standards and benchmarks for normalization. The final scores of the BSPTI show that the case study cities have still challenges to reach sustainability since only two cities had scores slightly higher than the half of achievable points (55 and 51), while eight cities had scores between 40 and 50 points, and one city achieved 39 points. Deficits are identified mainly for PT service quality, for the environmental performance, for the governance dimension and less for PT system coverage. Overall, the analysis of the BSPTI-LATAM for the 11 case study cities shows that the index is suitable for benchmarking sustainability of local PT systems and ready to be used in research and practice.

Assessment of the service quality in public transport (analysis of research in Lviv, Ukraine)

The paper assesses the quality of public transport services and the influence of individual components on the value of the overall satisfaction level with transport services. Public transport has many benefits in terms of energy savings, environmental impact, social equity and urban economy. The analysis of existing research confirms that the quality of service provided by the public transport system affects the intentions of potential passengers to use it more. However, the level of economic well-being, the state of development of the transport system, and the national strategy for developing social mobility influence the different perceptions of the importance of similar parameters of public transport functioning. The research was conducted based on the results of surveys of the population of Lviv. It was found that the perception of value indicators (fare and methods of paying for travel) differs the most depending on age, average monthly income and type of employment. The socio-economic indicators of the respondents have the least influence on the change in the estimation of time indicators of displacement. In this case, the level of satisfaction correlates with the actual durations of individual components of the movement (the time of the trip and the waiting time at the stop). According to the results of the surveys, the time parameters of the movement, the occupancy of the vehicle, the cleanliness of the vehicle, and the behavior of the driver have more influence on the overall assessment of the transport service quality indicator than the equipment of the stop, the convenience of boarding/alighting, the noise in the vehicle, and the convenience of paying for the fare. The obtained results can be useful for providers and customers of transport services when determining priority measures to improve the quality of public transport.

The structure of variable assessment of the feasibility of organizing urban passenger transport priority traffic

Problem. An important source of increasing the efficiency of urban transport systems is the development of high-speed connections, which in practice can be achieved by allocating special traffic lanes for urban passenger transport. However, at the stage of justifying such a decision, it is necessary to comprehensively assess the expected positive results and all possible risks, including the complication of traffic conditions. Goal. The purpose of the work is to establish a procedure for determining a rational variant of organizing priority movement of urban passenger transport from the standpoint of evaluating the improvement of the route efficiency and the emergence of critical risks of functioning of the street and road network elements. Methodology. As a basis for establishing the principles of evaluating the options for organization of high-speed urban passenger transport, an analysis of their impact on improving the quality of public transport services, capital costs for the implementation of such measures and possible negative consequences for the street and road network was used. Results. The central part of evaluating the variant of organizing the priority traffic of urban passenger transport is determination of the value of the permissible risk. As a risk, an assessment of the degree of organization of high-speed connections was used, which from the point of view of consumers provides the possibility of obtaining a positive result in relation to travel time, reducing the number of rolling stock on the route and ensuring a suitable level of capacity of the street-road network. Qualitative assessment of the parameters of the risk system is carried out using linguistic variables that can be represented in the form of basic term-sets. For risk factors, such assessments are presented in three variants: low, partial and full compliance with the requirements of the organization of high-speed communication. Originality. The analysis of the systematicity, completeness and interconnectedness of the conditions for the formation of management decisions in the field of choosing an option for the organization of priority urban passenger transport made it possible to form the principles of using a risk system, whose unity is ensured by taking into account the interrelationships of the time parameters of traffic on the route and the conditions of traffic complications on the network. The formation of a fuzzy product includes the description of its components, that is, the prerequisites and the conclusion, whose combination determines the fuzzy product. Input components of products are divided into two groups: route parameters and road network parameters. Practical value. According to the results of experimental calculations for route No. 24 “District 602 – Academika Barabashova metro station” (Kharkiv) established that the implementation of special traffic lanes for urban passenger transport is appropriate only on a separate section of the route. This is due to the fact that on this section of the road network, a pleasant level of risk of traffic complications will be ensured, and a 37% reduction in journey time will lessen the need for rolling stock on the route to 6 units.

Factors impacting bus selection: Differences between the middle and later stages of COVID-19

As one of the most important modes of transportation, buses play an essential part in people's journeys. However, less has been known about whether and under what circumstances people will choose to travel by bus during the COVID-19 epidemic. Based on the theory of planned behaviour (TPB), the study examined how the impact of the different stages of COVID-19 (middle stage and later stage), the quality of public transport services and the fear of COVID-19 (FCV-19) are associated with individual choices.An online survey of 404 participants from Anhui Province, China was conducted. We collected data on demography information, together with related TPB constructs (behavioural intentions, self-reported bus use, attitudes, subjective norm, perceived behavioural control, fear of COVID-19 and bus passenger satisfaction). After verifying the scales and the basic TPB model, we established a structural equation model (SEM).Our analysis of the survey data yielded the following results: 1) In the middle stage of the COVID-19 epidemic, fear of COVID-19 was significantly related to the intention to take the bus, and passenger satisfaction was insignificantly related to travel by bus. 2) In the later stage of the COVID-19 epidemic, passenger satisfaction was significantly related to the decision to take the bus, and fear of COVID-19 was significantly related to the intention to travel by bus.These research results not only reveal the internal mechanism of passengers choosing to take the bus but also provide important information for future disaster emergency management. On this basis, some feasible suggestions are made to avoid the decrease of bus ridership and help the public transportation system recover from the crisis.

Searching for the Inflection Point of Travel Well-Being from the Views of Travel Characteristics Based on the Ordered Logistic Regression Model

Travel well-being is the subjective feeling of satisfaction that people have while traveling. Previous research focused on its determinants and relationships with subjective well-being ignored. But no quantitative study discusses the effect of characteristics like weekly income and travel time on travel well-being. To demonstrate the quantitative inflection of travel well-being from characteristics, the relevant factors influencing travel well-being as the dependent variable are identified using Pearson correlation analysis and linear regression in this paper. To overcome the limitations of linear regression techniques, ordered logistic regression is applied to establish an analytical model of travel well-being for predicting the response probabilities for different degrees based on combinations of explanatory variables. Both the linear regression and ordered logistic regression models are calibrated by American residents’ travel datasets. The results illustrate that the ordered logistic model fits sample data better than linear regression models. Age, travel time, health status, and resting degree are significantly related to travel well-being. Older people and those who are healthier and better rested are more likely to experience higher levels of travel well-being. Additionally, increased travel time is associated with a significant decrease in travel well-being. Therefore, to enhance people’s travel feelings, policymakers and urban planners can enhance the quality of public transportation services and provide diverse transportation options, while also logically constructing transportation hubs to provide more convenient travel plans.

Strategic enhancement of motor vehicle taxation in Jambi Province: A pathway to strengthened regional fiscal autonomy

This research aims to develop strategies for boosting motor vehicle tax revenue in Jambi Province. It employs a combination of secondary and primary data, including a time series analysis from 2007 to 2021. The data covers the number of vehicles, the average motor vehicle tax, and revenue realization in Jambi Province. Primary data were gathered from in-depth interviews with experts in local taxation. The study employs descriptive analysis and a SWOT approach for analytical depth. Findings reveal a consistent increase in two- and four-wheeled vehicles from 2017 to 2021 in Jambi Province, potentially signalling economic growth or shifts in mobility patterns. A critical insight from this study is the notable disparity between the rising number of vehicles and the corresponding realization of tax revenue. Specifically, the average tax revenue realization for two-wheeled vehicles during this period was just 25.03 per cent, and for four-wheeled vehicles, approximately 62.30 per cent. The study highlights the crucial role of enhancing Original Regional Revenue (PAD) through motor vehicle taxes as a key strategy to lessen dependence on central funding. It suggests implementing public education initiatives, enhancing public transportation service quality, and reinforcing taxpayer compliance as effective strategies to achieve this goal.

ANALISIS KUALITAS LAYANAN ANGKUTAN UMUM PENUMPANG (MINIBUS) KOTA DENPASAR BERDASARKAN PERSEPSI MASYARAKAT DENGAN METODE CONFIRMATORY FACTOR ANALYSIS

Public transportation in the city of Denpasar reached its peak in the 1990s with the latest fleet being minibus-type public passenger cars with a capacity of 8-10 people. Along with the pace of motorization and ease of buying cars and motorbikes, there can be an increase in private vehicle ownership in the community. The interest of the people in Denpasar City's use of public transportation has decreased significantly. The community can finally feel and have perceptions about the difference between the advantages of using private vehicles and the quality of public transportation services. The purpose of this study was to explore public perceptions of the quality of public transport services, by distributing 400 questionnaires in all sub-districts of Denpasar City. Data on respondents' perceptions were analyzed using structural equation modeling (SEM). Based on the results of the analysis, there are seven indicators that shape people's perceptions of the quality of public transport, namely: small fleet availability, long waiting and travel times, less convenience, irregular time headway, low frequency of arrivals, and accessibility. The reduced availability of public transport is caused by long waiting times and low frequency of arrivals. Low accessibility due to long travel time. Thus, the quality of services like this in the community makes the use of public transportation in the city of Denpasar decreased.

Fuzzy Analytic Hierarchal Process for Sustainable Public Transport System

The analytic The Analytic Hierarchy Process (AHP) is a well-established methodology for tackling complex multi-criteria decision problems in practical contexts. However, like many decision-making approaches, AHP confronts certain limitations, particularly in scenarios where evaluations are fraught with uncertainty and imprecision. This study sets out to enhance the capabilities of the AHP method and provide a comprehensive evaluation of public bus transport service quality within Budapest, Hungary. To address the inherent uncertainties in real-world decision-making, the study leverages the Fuzzy Analytic Hierarchy Process (FAHP), a fusion of Fuzzy Set Theory with the traditional AHP. This novel approach equips decision-makers with a more robust framework to handle the multifaceted nature of real-world decision problems. The study is grounded in empirical data obtained through dynamic surveys, ensuring its relevance to the actual conditions experienced in Budapest. Expert evaluators, well-versed in the field, contribute their assessments to enrich the analysis. This novel FAHP approach doesn't just promise improved decision-making outcomes; it also champions simplicity and comprehensibility. Its computational efficiency streamlines the decision-making process, providing a powerful tool for evaluating public bus transport service quality, thereby offering a significant contribution to the sustainable development of Budapest's transportation system.

Quality Public Road Transport Service as an Effective Delivery Component of Supply Chain Process in Nigeria

The Nigerian public transport system is a major delivery component of supply chain process. This research evaluates the quality of public road transport service in Nigeria, focusing on three key factors which are time, comfort and safety. Transport operators only focus on making profits and not on the satisfaction of the consumers. A statistical analysis was performed using the Reliability statistics test and opinions and attitudes were grouped using a Likert scale. It was observed that for attributes measured on a scale of 1 to 4, the mean rating was below 2, for attributes measured on a scale of 1 to 5, the mean rating was below 2.5 and for the attribute measured on a scale of 1 to 3, the mean rating was below 1.5 indicating that the expectation of public transport users are not met and the services are highly unsatisfactory. It was also further discovered that in 2004 the Federal Road Safety brought forth the RTSSS (Road transport Safety Standardization Scheme), which contains the rules and regulations that should govern every public road transport company. The data acquired for this research points to the fact that, the transport company owners in Nigeria do not follow up to twenty percent (20%) of the RTSSS guidelines. After these discoveries, this research goes further to giving recommendations to enhance the quality of service provided and move the Nigerian public road transport service further

The study of social inclusion and gender equality on public transport satisfaction: Case of Metropolitan Jakarta

Three types of mass transit services have been developed in Jakarta metropolitan area; however, it was found that the majority 80% of commuters are still using private vehicles. This paper aims to explore the reasons why most commuters are still preferring to opt using private vehicles. A total of 23 attributes concerning the quality of public transport services have been investigated by conducting surveys and collecting data. As result, even majority of users mentioned that they are satisfied with the overall quality of the mass of transit, they are still hoping for improvement in some services attributes. Also, female passengers and teenagers consider security officer presence as one of the attributes needed to be improved. To enhance social inclusion and promote gender equality, practical strategies are recommended such as discounts and improvement of feeder service, special wagon for female and youth passengers, and adjusted schedules to conform with school time.