Assessment of Bus Service-Quality using Passengers’ Perceptions

2015 ◽  
Vol 73 (4) ◽  
Author(s):  
Anil Minhans ◽  
Shamsuddin Shahid ◽  
Sitti Asmah Hassan
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Quality Attributes ◽  
Relative Level ◽  
Transport Services ◽  
Level Of Satisfaction ◽  
User Groups ◽  
Bus Service ◽  
Bus Services ◽  
Bus Transport

Public transport business has been facing quite a few serious challenges. Indeed, public transport operators need to be more heedful of the changing mobility needs and passengers’ perceptions regarding the delivery of bus transport services in order to keep it profitable.  With the prevailing conditions of city buses, as they are, bus transport may not suit the needs of most passengers, especially car users. The aforementioned scenario provided the rationale to conduct this study in 5order to assess the satisfaction of users regarding bus services in three regions of Johor Bahru, Malaysia. A total of 225 samples was evaluated to form the level of satisfaction based on 7 main attributes of bus service-quality as reported by 3 income groups. The perception towards the bus service-quality were obtained and corresponding level-of-satisfaction were analysed. The variability between different user groups’ relative level-of-satisfaction with respect to bus quality attributes was examined using SPSS statistical software. The disputes and agreements between passengers were critically examined to obtain a final rating of service quality attributes. The results revealed that users are very disappointed with the punctuality of  bus service and inability of the operators to provide a tentative timetable for the operation schedules. Passengers of public transport were satisfied with the number of days of operation and the available bus facilities. The study also indicated that the reliability provided by the operators is quite different from what passengers expect

scholarly journals Assessment of Passenger Satisfaction with Public Bus Transport Services: A Case Study of Lucknow City (India)

2016 ◽  
Vol 11 (3) ◽  
pp. 107-128 ◽  
Author(s):  
Sanjay Singh
Keyword(s):  
Principal Component Analysis ◽  
Service Quality ◽  
Principal Component ◽  
Component Analysis ◽  
Quality Attributes ◽  
Transport Services ◽  
Passenger Satisfaction ◽  
Bus Stops ◽  
The City ◽  
Bus Transport

AbstractThe main aim of this study is threefold. First, it tries to assess the passenger satisfaction with public bus transport services in the city of Lucknow in India. Second, it tries to examine the service quality attributes that influence the passenger satisfaction. Third, it tries to evaluate the relative importance of service quality attributes to find out the priority for service quality improvements to enhance passenger satisfaction. The study is based on a survey of objective as well as subjective questions conducted between May and July 2014. Five major bus stops of Lucknow were selected for the survey. Total 148 respondents were randomly selected to elicit their overall satisfaction and factors that influence their satisfaction in the use of public bus transport services in Lucknow using a self-rated questionnaire. The collected sample of responses is subjected to principal component analysis, a statistical technique for dimensionality reduction of the dataset, and descriptive analysis. The result of theses analyses shows that passengers are mostly dissatisfied with public bus transport services in Lucknow. Using principal component analysis, five underlying factors were extracted that influenced passenger satisfaction with public bus transport services in the city. Out of these five factors, comfort and safety has the greatest impact on overall satisfaction, followed by the adequacy of capacity of public bus transport services, orderly and clean environment inside buses, elegant design of buses and bus stops, and accessibility to public bus transport services in the city. The study thus provides a direction for public bus transport administration in the city to understand the gaps that exist and try to fill them to improve its services so that passenger satisfaction can be enhanced and consequently more people can be attracted towards public bus transport.

scholarly journals PUBLIC TRANSPORT PLANNING: LOCAL BUS SERVICE INTEGRATION AND IMPROVEMENTS IN PENANG, MALAYSIA

2020 ◽  
Vol 18 (13) ◽  
Author(s):  
Azfizan Aziz ◽  
Jamilah Mohamad
Keyword(s):  
Public Transport ◽  
Good Practice ◽  
Physical Effort ◽  
Public Transport System ◽  
Transport Services ◽  
Comprehensive Information ◽  
Transport Modes ◽  
Bus Service ◽  
Bus Services ◽  
Public Transport Services

An integrated public transport system should provide seamless travel to passengers so that they can enjoy good service connection, reasonable waiting time at interchanges, comprehensive information and an integrated ticket amongst different transport modes. Such a system is essential because it allows integrated travel by using all public transport modes that suit passengers’ routes. The concept of integration in public transport, which includes physical, network, fare, information and institutional integration, generally adopts the vision of ‘good practice’ in terms of integration of public transport services. This research concentrates on bus service because it is the primary public transport mode in Penang, Malaysia. This work analyses the Rapid Penang Bus Operation and Network in detail by using a system of indicators derived from surveys and detailed information supplied by the operator. Several recommendations are also provided to improve the reliability, convenience, accessibility, coordinated physical effort and fair fare of bus services.

scholarly journals Problems with the implementation of bus transport contracting in South Africa

2012 ◽  
Vol 6 (1) ◽  
Author(s):  
Jackie Walters ◽  
Gert Heyns
Keyword(s):  
South Africa ◽  
Public Transport ◽  
White Paper ◽  
Extensive Study ◽  
Competitive Tendering ◽  
Transport Services ◽  
Operational Issues ◽  
Bus Services ◽  
Public Transport Services ◽  
Bus Transport

South Africa has had a policy of competitive tendering for the provision of public transport services (subsidised commuter bus services) since the mid-1980s. Although this policy approach was conceptualised by the previous government, prior to the transfer of political power in 1994, it was reaffirmed in a 1996 White Paper on National Transport Policy. Despite the nearly 25 years that have passed since the intention to tender services, only about 32% of the subsidy budget is currently spent on some form of contracting. The majority of services are still operated on authorisations (interim contracts) which formalised services that operators were operating pre-1994. The purpose of this paper is to analyse the reasons why public transport contracting policy progress has been so slow in South Africa. The paper relies on an extensive study that was conducted regarding policy implementation obstacles in general, as well as a questionnaire survey among the subsidised commuter bus operators to solicit their views on the reasons for the delay in the implementation of the contracting system in the country. The findings of the survey indicate that the major issues hindering the implementation of the contracting system are to be found in a lack of funding, lack of capacity to implement policy and major operational issues in the permit offices.

scholarly journals “More Than a Free Bus Ride”—Exploring Young Adults’ Perceptions of Free Bus Services Using a Qualitative Approach: A Case Study of Penang, Malaysia

2021 ◽  
Vol 13 (6) ◽  
pp. 3294
Author(s):  
Nur Sabahiah Abdul Sukor ◽  
Surachai Airak ◽  
Sitti Asmah Hassan
Keyword(s):  
Young Adults ◽  
Low Income ◽  
Public Transport ◽  
Information Provision ◽  
Service Reliability ◽  
Transport Services ◽  
Free Service ◽  
Bus Service ◽  
Bus Services ◽  
Higher Institutions

Encouraging the younger generation to use public transport can revolutionise the way that citizens commute in the future; hence, municipalities must provide good public transport services to encourage their use. A free bus service was introduced in Penang, Malaysia, to support the sustainable agenda and to provide transport for low-income groups. However, the lack of ridership resulted in the service being far from achieving its target. This study assessed young adults’ perceptions of the current free bus service in Penang to design a strategy to attract them to use the free bus. In this study, six focus group discussions (FGDs) were conducted with young adults aged between 18 and 25 years old studying in three different higher institutions located along the route of the free bus. The data collected were analysed using thematic analysis, in which four areas were identified—free service, reliability, information provision, and attractive service. Finally, this paper provides valuable input on initiatives to further encourage young adults to use the free bus service in Penang.

scholarly journals Understanding Users’ Satisfaction Towards Public Transit System in India: A Case-Study of Mumbai

2021 ◽  
Vol 10 (3) ◽  
pp. 155
Author(s):  
Rahul Das
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Travel Demand ◽  
Resource Constraints ◽  
Public Transit ◽  
Sampling Bias ◽  
Relevant Information ◽  
Transit System ◽  
Transport Services ◽  
Developing Cities

In this work, we present a novel approach to understand the quality of public transit system in resource constrained regions using user-generated contents. With growing urban population, it is getting difficult to manage travel demand in an effective way. This problem is more prevalent in developing cities due to lack of budget and proper surveillance system. Due to resource constraints, developing cities have limited infrastructure to monitor transport services. To improve the quality and patronage of public transit system, authorities often use manual travel surveys. But manual surveys often suffer from quality issues. For example, respondents may not provide all the detailed travel information in a manual travel survey. The survey may have sampling bias. Due to close-ended design (specific questions in the questionnaire), lots of relevant information may not be captured in a manual survey process. To address these issues, we investigated if user-generated contents, for example, Twitter data, can be used to understand service quality in Greater Mumbai in India, which can complement existing manual survey process. To do this, we assumed that, if a tweet is relevant to public transport system and contains negative sentiment, then that tweet expresses user’s dissatisfaction towards the public transport service. Since most of the tweets do not have any explicit geolocation, we also presented a model that does not only extract users’ dissatisfaction towards public transit system but also retrieves the spatial context of dissatisfaction and the potential causes that affect the service quality. It is observed that a Random Forest-based model outperforms other machine learning models, while yielding 0.97 precision and 0.88 F1-score.

Public Transport System in Local City and Rural Area: Comparative Study Between Malaysia and Japan

2014 ◽  
Vol 69 (6) ◽  
Author(s):  
Sotaro Yukawa ◽  
Mohd Azizul Ladin ◽  
Riza Atiq Abdullah O.K. Rahmat
Keyword(s):  
Transport System ◽  
Public Transport ◽  
Rural Areas ◽  
Peninsular Malaysia ◽  
Developed Country ◽  
Public Transport System ◽  
Advantages And Disadvantages ◽  
Regulation Policy ◽  
Bus Service ◽  
Bus Services

Recently, bus companies in Peninsular Malaysia are confronted with a crisis of maintaining its local bus services. Operating unprofitable public transport system in local cities and rural areas is an important issue in a developed country. However, such cases (operating unprofitable public transport) have emerged in developing country like Malaysia. Until recently, researchers focused on this kind of problems for only developed country and there are not enough international comparison about local bus service. To address this gap, we conducted a comparative analysis between Japan and Malaysia in this paper. We’ll focus on the similarities and differences in terms of regulation, policy and some cases of bus substitution in both countries. We also examined the advantages and disadvantages about Japanese case and present some implication about future policy in Malaysia.

The Formation and Development of the Public Bus Transport Market

2017 ◽  
Vol 2017 (1) ◽  
pp. 86-100
Author(s):  
Irina Shlepp ◽  
Tamara Oganesyan
Keyword(s):  
Public Transport ◽  
Weighted Average ◽  
The Public ◽  
Route Network ◽  
Grouping Method ◽  
Urban Bus ◽  
Bus Services ◽  
The City ◽  
Bus Transport

The paper presents a detailed analysis of the market development stages of public transport bus services. Establishment of a new management model on the urban ground public transport entails a need to create a competitive market, through effective distribution of the city route network. As part of this goal we propose the route grouping method based on weighted average profitability and investigate some Moscow route network. The analysis and classification of these routes can determine the degree of variation in the route profitability. Drawing on the data obtained, we offer certain conclusions concerning the feasibility of a more detailed diversification of route portfolio followed by its further distribution among passenger carriers on regular urban bus routes.

scholarly journals STRATEGI PENGEMBANGAN TRANSPORTASI WISATA KURA-KURA BUS DI BALI

Jurnal IPTA ◽  
2018 ◽  
Vol 5 (2) ◽  
pp. 102
Author(s):  
Ayu Kusuma ◽  
IGPB. Sasrawan Mananda ◽  
I Putu Sudana
Keyword(s):  
Data Analysis ◽  
Public Transport ◽  
Smartphone Application ◽  
New Markets ◽  
Brand Reputation ◽  
Transport Services ◽  
Bus Service ◽  
Public Transport Services

Kura-Kura Bus is one of tourist transportation companies in Bali with public shuttle bus service in tourism route. Data analysis in this research were using SWOT and AHP analysis, with participants who have position minimal as a supervisor. Participants selected based on their expertise and relevance with this article. Based on the results of SWOT and AHP analysis to develop tourist transportation is Kura-Kura Bus, which is considered the most realistic scenario is an optimistic scenario, with the goal to be a safe and comfortable transportation. To achieve the goal, based on priority strategies that could be done by management of Kura-Kura Bus are developing unique products, finding new markets, favoring public transport services, enchance brand reputation, developing smartphone application, and cross promotion with supplier.

Customer Satisfaction Contrasts: Express Versus Local Bus Service in Chicago's North Corridor

1998 ◽  
Vol 1618 (1) ◽  
pp. 143-152 ◽  
Author(s):  
Peter J. Foote ◽  
Darwin G. Stuart
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Survey Methodology ◽  
Quality Attributes ◽  
Service Improvement ◽  
Time Performance ◽  
The North ◽  
Bus Service ◽  
Satisfaction Surveys

Results of customer satisfaction surveys conducted for five express and two local Chicago Transit Authority bus routes serving Chicago’s North Corridor are presented. More than 4,000 surveys were returned from bus routes typically carrying more than 58,000 daily riders. Survey respondents were asked to proceed through a list of 10 service quality attributes, first indicating how satisfied they were with that service aspect and, second, rating the importance of that service feature to them. Both local and express bus riders were most satisfied with safety from crime and driver courtesy. They were both least satisfied with ability to find a seat and on-time performance at their stop. Four service features were also together rated highest in importance by both rider types: safety from crime, reach destination quickly, on time at stop, and frequency of buses. By further matching satisfaction against importance scores, the highest priority for ongoing bus service improvement in the North Corridor was assigned to better on-time performance and frequency of bus service. Customer satisfaction components of a customer loyalty index were also analyzed. On-board survey methodology conclusions regarding the ability of survey respondents to complete both importance and satisfaction components on both express and local bus routes with surveyor prompting are also presented.

scholarly journals Heuristic Optimization Approach to Selecting a Transport Connection in City Public Transport

2017 ◽  
Vol 7 (1) ◽  
pp. 1-5 ◽  
Author(s):  
Jozef Kul’ka ◽  
Martin Mantič ◽  
Melichar Kopas ◽  
Eva Faltinová ◽  
Daniel Kachman
Keyword(s):  
Transport System ◽  
Public Transport ◽  
Slovak Republic ◽  
Heuristic Optimization ◽  
Optimization Approach ◽  
The Public ◽  
Transport Services ◽  
The Individual ◽  
Solution Focused ◽  
Bus Transport

AbstractThe article presents a heuristic optimization approach to select a suitable transport connection in the framework of a city public transport. This methodology was applied on a part of the public transport in Košice, because it is the second largest city in the Slovak Republic and its network of the public transport creates a complex transport system, which consists of three different transport modes, namely from the bus transport, tram transport and trolley-bus transport. This solution focused on examining the individual transport services and their interconnection in relevant interchange points.

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