Measuring and Valuing Convenience and Service Quality

Benjamin Condry · Nicholas S. Findlay · Ruben Brage-Ardao

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Transportation Planning and Optimization transportation and logistics systems Transport and Economic Policies

Abstract

Origin-destination demand, trip patterns, pricing and transport networks alone cannot explain passenger demand for public transport modes. Other factors of convenience and service quality play a key role in influencing demand and mode choice but they are often more complex and harder to define, measure and value. This paper argues that the good measurement of public transport convenience and service quality is a pre-requisite to its valuation and ensuring more optimal policy and management actions to minimise passengers’ generalised time. The paper focusses necessarily on the urban public transport operator and its measurement of service quality. We review the practical experience gained from over 20 years of international benchmarking with more than 50 metro, bus and suburban rail operators in large cities around the world. Specifically, we review the current standards and practices from the urban railway industry in measuring service quality and provide examples of how such performance in metro operations varies globally. It is demonstrated that current practice in many cities remains too operationally based, despite there being an opportunity for much more customer focused measures of service quality using the greatly increased data availability from new technologies. The experience of the UK railway industry in valuing convenience and service quality is discussed. Here, a common framework for demand forecasting has been developed combining service quality and convenience measures with other service attributes to effectively measure the “attractiveness” of the service to customers. The paper concludes by considering the implications and opportunities for public transport operators, authorities and regulators worldwide in better measuring, valuing and managing public transport convenience in order to better meet mobility needs.

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References

2014European Committee for Standardization 2002Understanding Service Convenience 2010Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement 2013Perceived service quality in bus transit service: A structural equation approach 2010A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view 2008Access to railway stations and its potential in increasing rail use 2010Twenty Years of Rail Crowding Valuation Studies: Evidence and Lessons from British Experience 2008Valuing Transit Service Quality Improvements

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2017Are Measures Derived From Land Use and Transport Policies Associated With Walking for Transport?2019The quality standardization in suburban bus transport by the transformation of the service quality loop 2017A METHODOLOGICAL FRAMEWORK FOR MEASURING THE LEVEL OF CONVENIENCE OF TRANSPORT TICKETING SYSTEMS

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