Empirical Analysis of Level of Service based on Users Perception at Manual Tollbooth Operation in India

Abstract

Level of Service (LOS) is an important parameter that reflects the operational condition of the toll plaza. Gaining a better understanding of users’ perception of LOS at toll-plaza can be useful in developing policies for improving service quality. A sample of 1150 respondents has been collected at four toll plazas and analyzed, for users perceived LOS. A questionnaire has been designed and a respondent has been asked for rating highly influencing variables. The variables contain the ordered nature variables like waiting time and a discrete nature variables like gender and hence vehicle specific ordered probit models were developed to find the important variables affecting on the users’ perception towards different LOS. The results obtained for different vehicle categories (car, passenger and commercial vehicle) demonstrated that there is a wide variation in users’ perception of different vehicle classes towards different LOS.

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