Indicators of service quality of public transport
Abstract
This article presents the findings in the field of public transport planning, routes network optimization and service demand affecting indicators as well as analysis of public transport indicators in Klaipėda City. It investigates a wide range of approaches to the evaluation process of service quality of public transport proposed by scientists and these field practitioners and defines the most significant indicators. The article encourages discussions for further research of defined indicators of public transport service and proposes its ranking from the most significant one. Findings are suggested being used for policymakers, planners or other researchers as the base for the evaluation of public transport service network in cities, also to evaluate the quality and compare the results among transport districts within the city limits. By knowing the core of the problem of the network of public transport service, it is possible to plan the changes and improve the service quality, therefore, ridership of the system.
Article in English.
Viešojo transporto paslaugų kokybės rodikliai
Santrauka
Šiame straipsnyje pristatyti viešojo transporto planavimui, maršrutų tinklo optimizavimui bei šios paslaugos poreikiui įtakos turintys veiksniai (rodikliai) ir taip pat viešojo transporto veiksnių (rodiklių) analizė Klaipėdos mieste. Jame nagrinėtas įvairių mokslininkų ir šios srities specialistų požiūris į viešojo transporto paslaugų kokybės vertinimą ir išskirti svarbiausi rodikliai. Straipsnyje skatinama diskusija dėl tolesnio viešojo transporto rodiklių tyrimo ir siūloma juos įvertinti pagal svarbumą. Siūloma, kad politikos formuotojai, planuotojai ar kiti tyrėjai rodiklius taikytų kaip pagrindą viešojo transporto paslaugų tinklui vertinti miestuose, taip pat įvertintų tinklo kokybę ir palygintų rezultatus tarp miesto transportinių rajonų. Nustačius viešojo transporto tinklo problemas, galima planuoti pokyčius ir pagerinti paslaugų kokybę, kartu padidinant sistemos naudojimą.
Reikšminiai žodžiai: GIS, paslaugų kokybė, poreikio nustatymas, transporto planavimas, viešasis transportas, viešojo transporto indikatoriai.
Keyword : demand identification, public transport, public transport indicators, service quality, transport planning, GIS
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Beirão, G., & Cabral, J. S. (2007). Understanding attitudes towards public transport and private car: a qualitative study. Transport Policy, 14(6), 478-489. https://doi.org/10.1016/j.tranpol.2007.04.009
Benjamin, J., & Obeng, K. (1990). The effect of policy and background variables on total factor productivity for public transit. Transportation Research Part B: Methodological, 24(1), 1-14. https://doi.org/10.1016/0191-2615(90)90028-W
Burinskienė, M., Paliulis, G. M. ir Ušpalytė-Vitkūnienė, R. (2009). Miestų viešasis transportas. Vilnius: Technika. https://doi.org/10.3846/1057-S
Cascetta, E., & Cartenì, A. (2014). A quality-based approach to public transportation planning: theory and a case study. International Journal of Sustainable Transportation, 8(1), 84-106. https://doi.org/10.1080/15568318.2012.758532
CEN. (2002). Transportation − logistics and services − public passenger transport − service quality definition, targeting and measurement (EN 13 816:2002).
Commission of the European Communities (2007). Green Paper: Towards a new culture for urban mobility. Brussels. https://doi.org/10.1016/j.ejor.2015.05.059
de Oña, J., & de Oña, R. (2014). Quality of service in public transport based on customer satisfaction surveys: a review and assessment of methodological approaches. Transportation Science, 49(3), 605-622. https://doi.org/10.1287/trsc.2014.0544
dell’Olio, L., Ibeas, A., & Cecın, P. (2011). The quality of service desired by public transport users. Transport Policy, 18(1), 217-227. https://doi.org/10.1016/j.tranpol.2010.08.005
Eboli, L., & Mazzulla, G. (2009). A new customer satisfaction index for evaluating transit service quality. Journal of Public Transportation, 12(3), 21-37. http://doi.org/10.5038/2375-0901.12.3.2
Eboli, L., & Mazzulla, G. (2010). How to capture the passengers’ point of view on a transit service through rating and choice options. Transport Review, 30(4), 435-450. https://doi.org/10.1080/01441640903068441
Foote, P. J. (2004). Making buses better in Chicago: strategic implementation of customer-derived performance measures from 1995 to 2001. Transportation Research Record: Journal of the Transportation Research Board, 1884, 18-26. https://doi.org/10.3141/1884-03
Friman, M., & Gärling, T. (2001). Frequency of negative critical incidents and satisfaction with public transport services. II. Journal of Retailing and Consumer Services, 8(2), 105-114. https://doi.org/10.1016/S0969-6989(00)00004-7
Gardner, B., & Abraham, Ch. (2007). What drives car use? A grounded theory analysis of commuters’ reasons for driving. Transportation Research Part F: Traffic Psychology and Behaviour, 10(3), 187-200. https://doi.org/10.1016/j.trf.2006.09.004
Guirao, B., Garcia-Pastor, A., & Lopex-Lambas, M. A. (2016). The importance of service quality attributes in public transportation: narrowing the gap between scientific research and practitioners’ needs. Transport Policy, 49, 68-77. https://doi.org/10.1016/j.tranpol.2016.04.003
Hagman, O. (2003). Mobilizing meanings of mobility: car users’ constructions of the goods and bads of car use. Transportation Research Part D: Transport and Environment, 8(1), 1-9. https://doi.org/10.1016/S1361-9209(02)00014-7
Hensher, D. A., Stopher, P., & Bullock, P. (2003). Service quality – developing a service quality index in the provision of commercial bus contracts. Transportation Research Part A, 37(6), 499-517. https://doi.org/10.1016/S0965-8564(02)00075-7
Hensher, D. A., & Daniels, R. (1995). Productivity measurement in the urban bus sector. Transport Policy, 2(3), 179-194.https://doi.org/10.1016/0967-070X(95)96748-Aİmre, Ş., & Çelebi, D. (2017). Measuring comfort in public transport: a case study for İstanbul. Transportation Research Procedia, 25, 2441-2449. https://doi.org/10.1016/j.trpro.2017.05.261
Jurkauskas, A. (2004). Viešasis transportas. Kaunas: Technologija.Juškevičius, A., Valeika, V., Burinskienė, M. ir Paliulis, G. M. (2006). Lietuvos miestų susisiekimo sistemos. Klaipėda (monografija). Vilnius: Technika.
Karlaftis, M. G. (2004). A DEA approach for evaluating the efficiency and effectiveness of urban transit systems. European Journal of Operational Research, 152(2), 354-364. https://doi.org/10.1016/S0377-2217(03)00029-8
Konig, A., & Axhausen, K. W. (2002). The reliability of transportation systems and its influence on the choice behaviour. In 2nd Swiss Transport Research Conference. Monte Verità, Ascona.
Loader, C., & Stanley, J. (2009). Growing bus patronage and addressing transport disadvantage – the Melbourne experience. Transport Policy, 16(3), 106-114. https://doi.org/10.1016/j.tranpol.2009.02.001
Murray, S. J., Walton, D., & Thomas, J. A. (2010). Attitudes towards public transport in New Zealand. Transportation, 37(6), 915-929. https://doi.org/10.1007/s11116-010-9303-z
Nathanail, A. (2008). Measuring the quality of service for passengers on the hellenic railways. Transportation Research Part A, 42(1), 48-66. https://doi.org/10.1016/j.tra.2007.06.006
Ong, P. M., & Houston, D. (2002). Transit, employment and women on welfare. Urban Geography, 23(4), 344-364. https://doi.org/10.2747/0272-3638.23.4.344
Paulley, N., Balcombe, R., Mackett, R., Titheridge, H., Preston, J., Wardman, M., & White, P. (2006). The demand for public transport: the effects of fares, quality of service, income and car ownership. Transport Policy, 13(4), 295-306. https://doi.org/10.1016/j.tranpol.2005.12.004
Pullen, W. T. (1993). Definition and measurement of quality of service for local public transport management. Transport Reviews, 13(3) 247-264. https://doi.org/10.1080/01441649308716849
Redman, L., Friman, M., Gärling, T., & Hartig, T. (2013). Quality attributes of public transport that attract car users: a research review. Transport Policy, 25, 119-127. https://doi.org/10.1016/j.tranpol.2012.11.005
Šeštokas, V. ir Juškevičius, P. (1973). Miestų transportas ir eismo organizavimas. Vilnius: Mintis.
Thøgersen, J. (2009). Promoting public transport as a subscription service: effects of a free month travel card. Transport Policy, 16(6), 335-343. https://doi.org/10.1016/j.tranpol.2009.10.008
Tyrinopoulos, Y., & Aifadopoulou, G. (2008). A complete methodology for the quality control of passenger services in the public transport business. European Transport, 38, 1-16.
Ušpalytė-Vitkūnienė, R. (2006). Miesto viešojo transporto maršrutinio tinklo modeliavimas ir plėtra (Vilniaus miesto pavyzdžiu) (daktaro disertacija). Vilniaus Gedimino technikos universitetas, Lietuva.
Yavuz, N., & Welch, E. W. (2010). Addressing fear of crime in public space: gender differences in reaction to safety measures in train transit. Urban Studies, 47(12), 2491-2515. https://doi.org/10.1177/0042098009359033
Ye, X., Pendyala, R. M., & Gottardi, G. (2007). An exploration of the relationship between mode choice and complexity of trip chaining patterns. Transportation Research Part B: Methodological, 41(1), 96-113. https://doi.org/10.1016/j.trb.2006.03.004