Methods, Instruments in Evaluating the Satisfaction Index of Passengers in Urban Public Transport

2021 ◽  
Vol 110 ◽  
pp. 71-80
Author(s):  
Alin Șerban
Keyword(s):  
Quality Assurance ◽  
Public Transportation ◽  
Service Performance ◽  
Public Authorities ◽  
The Public ◽  
Satisfaction Index ◽  
Passenger Satisfaction ◽  
Urban Public Transport ◽  
European Regulations

Understanding the factors that lie beneath travelers’ satisfaction and how they relate with service performance and different improvements is a key issue for operators and public authorities when aiming to maintain existing users and to attract potential users from the car's users. The purpose of the research is to investigate the perceived quality of public transportation in Bucharest, the capital of Romania, a city with over two million inhabitants and additional other two millions of transit citizens. This approach aims to identify the aspects that mostly influence the perception of overall quality of service and to investigate the main methods/instruments for evaluating the passenger satisfaction index. Moreover, the research aims to assess the public transportation users that are ready and available to shift their travelling habits from a fixed and periodic timetable service to the "mobility-as-a-service" approach. Research methodology combines qualitative study based on focus group with quantitative study based on surveys. The representative sample is selected from the Bucharest public transportation’s users. The results of the research could be used by the both public transportation operators and public authorities that have to comply to the national and european regulations in public transportation quality assurance.

scholarly journals ANÁLISE DE PERCEPÇÃO QUALITATIVA DO TRANSPORTE PÚBLICO: UM ESTUDO DE CASO NA CIDADE DE BELÉM/PA

2016 ◽  
Vol 11 (2) ◽  
Author(s):  
Ricardo Bentes Kato ◽  
Bernardo Macêdo Bordalo ◽  
Tiago Da Silva Camelo
Keyword(s):  
Service Quality ◽  
Quality Indicators ◽  
Public Transport ◽  
Public Transportation ◽  
Policy Formulation ◽  
Quality Level ◽  
The Public ◽  
Public Transport System ◽  
Urban Public Transport

RESUMO: Com base nos indicadores de qualidade do sistema de transporte coletivo urbano em Belém - PA, medidos pela opinião dos usuários, esta pesquisa analisa a qualidade do sistema de transporte coletivo realizado por ônibus em um sistema não integrado. Por meio da aplicação de uma pesquisa de opinião com uma amostra dos usuários e, levantamento de critérios de qualidade do serviço, essa pesquisa analisou o grau de percepção de qualidade desse meio de transporte, tendo como referencial básico, parâmetros utilizados na biografia já publicada. Por meio da análise dos resultados determinou-se o nível do serviço ofertado pelas empresas operadoras do transporte coletivo em Belém. Fornecendo, assim, um diagnóstico a respeito da qualidade deste serviço que pode servir de subsídio na formulação de políticas públicas que visem melhorar o transporte público urbano em Belém - PA. ABSTRACT: Based on the quality indicators of the urban public transportation system in Belém – PA, measured by the opinion of users, this research analyses the quality of public transport system of the bus modality, in a non-integrated model. Through the application of a opinion survey, with a sample of the users and the determination of service quality indicators, this research analyzed the level of user perception about the quality of the service provided by this typology of transport, taking as a reference for the development of this research, parameters used in the published biography. Through the results analysis, it was determined the service quality level offered by the public transport companies in Belém. Thus, the main contribution of this research is to provide a data base for public policy formulation allowances to improve urban public transport in Belém – PA.

Evaluating slogan translation from the readers’ perspective

Babel ◽  
2015 ◽  
Vol 61 (2) ◽  
pp. 283-303 ◽  
Author(s):  
Lily Lim ◽  
Kwok Ying Loi
Keyword(s):  
Public Administration ◽  
English Translation ◽  
Public Authorities ◽  
Word Use ◽  
The Public ◽  
Translation Quality ◽  
Sports Events ◽  
Growing Economy ◽  
Survey Questionnaires

Slogans play an important role in conveying information to targeted audiences, and the translation of slogans tends to be studied under the rubric of public-notice translation. Previous research mainly uses researchers’ expertise to evaluate the quality of this type of translation. Yet, little is known about what the targeted readers think about the translation, although their opinions present key information that helps to determine whether the translation has achieved the intended effect. This paper elicits and systematically analyzes readers’ responses. We investigate the case of Macao, a rapidly growing economy where the demand for English translation has markedly increased in recent decades. Public administration bodies in Macao have commissioned Chinese-to-English translation in varied areas such as tourism, social security and welfare, cultural and sports events. We sampled ten translated slogans that were used in the public sector, and administered survey questionnaires (n=130) to both source-text and target-text readers. The two groups of readers’ evaluations, based on the criteria of fluency, conciseness, persuasiveness and mnemonic effect, reveal that the translations are perceived significantly less favorably than the originals are. Readers most strongly disliked word-for-word translations, and pointed out numerous problems with the translations such as ungrammaticality, inappropriate word use, lack of appeal, and unintelligibility due to insufficient background knowledge. This research demonstrates the tangible value of using readers’ responses to evaluate translation quality. It also has implications for translator training, and recommends that public authorities should institute a rigorous quality assurance system.

INOVASI APLIKASI TRANSPORTASIKU DI DINAS PERHUBUNGAN KOTA SURABAYA

Publika ◽  
2021 ◽  
pp. 199-214
Author(s):  
Kholilah Danarratoe Kharima ◽  
Eva Hany Fanida
Keyword(s):  
Data Collection ◽  
Public Service ◽  
Public Transportation ◽  
Community Support ◽  
Information Services ◽  
Ease Of Use ◽  
The Public ◽  
Citizen Support ◽  
Information Reliability

Penggunaan teknologi saat ini dibutuhkan dalam bidang pelayanan publik. Seiring dengan bertambahnya kebutuhan masyarakat maka pemerintah sebagai penyedia layanan publik terus melakukan pembaruan terhadap perubahan pelayanan yang diberikan agar memudahkan masyarakat dalam mendapatkan layanan informasi. Salah satu penerapan e-government oleh Dinas Perhubungan Kota Surabaya adalah inovasi aplikasi TransportasiKu yang bertujuan untuk memberikan layanan informasi terkait lalu lintas dan transportasi umum yang ada di Surabaya secara terkini, praktis, lebih cepat dengan satu aplikasi yang memuat semua informasi melalui genggaman smartphone. Penelitian ini menganalisa menggunakan indikator measuring the quality of e-government from the user prespective (Kozák, 2018) dengan enam indikator yaitu ease of use, content and appearance of the information, reliability, citizen support, trust/security, support in completing forms. Penelitian ini menggunakan jenis penelitian deskriptif dengan metode kualitatif, teknik pengumpulan data wawancara, observasi, dokumentasi dan teknik analisa data yaitu pengumpulan data, reduksi data, penyajian data dan penarikan kesimpulan/verifikasi. Hasil penelitian ini menunjukkan bahwa aplikasi ini mendapat respon yang cukup baik dari masyarakat sebagai pengguna karena dapat memberikan layanan informasi yang dibutuhkan namun masih ada juga gangguan dalam penggunaannya. Indikator pertama, kemudahan penggunaan dirasa para pengguna sangat mudah digunakan untuk setiap saat. Indikator kedua, isi dan tampilan informasi yang dihadirkan sederhana dan lengkap. Indikator ketiga keandalan, pada aplikasi ini server yang digunakan masih kurang cukup. Indikator keempat dukungan masyarakat untuk halaman bantuan tidak tersedia hanya ada kolom komentar. Indikator kelima kepercayaan/keamanan, tidak menyertakan informasi pribadi sehingga aman. Indikator keenam dukungan dalam pengisian, formulir aplikasi ini berbasis informasi tanpa perlu pengisian formulir data para penggunanya. Kata Kunci : Pelayanan Publik, Inovasi, E-Government, TransportasiKu   The use of technology is currently needed in the field of public services. Along with the increasing needs of the community, the government as a public service provider continues to make updates to changes in the services provided to make it easier for the public to get information services. One of the applications of e-government by the Surabaya City Department of Transportation is the TransportationKu application innovation which aims to provide information services related to traffic and public transportation in Surabaya in an up-to-date, practical, faster way with one application that contains all information through the grip of a smartphone. This study analyzes using indicators measuring the quality of e-government from the user perspective (Kozák, 2018) with six indicators, namely ease of use, content and appearance of the information, reliability, citizen support, trust/security, support in completing forms. This research uses descriptive research with qualitative methods, interview data collection techniques, observation, documentation and data analysis techniques, namely data collection, data reduction, data presentation and conclusion / verification. The results of this study indicate that this application has received a fairly good response from the public as a user because it can provide the information services needed, but there are still disturbances in its use. The first indicator, ease of use, is felt by users to be very easy to use at any time. The second indicator, the content and display of the information presented is simple and complete. The third indicator is reliability, in this application the server used is still insufficient. The fourth indicator of community support for the help page is not available, only a comment column. The fifth indicator is trust / security, does not include personal information so it is safe. The sixth indicator of support in filling in this application form is information-based without the need to fill out user data forms. Keywords: Public Service, Innovation, E-Government, TransportasiKu

scholarly journals IMPROVING OF URBAN PUBLIC TRANSPORTATION QUALITY VIA OPERATOR SCHEDULE OPTIMIZATION

2019 ◽  
pp. 23-33
Author(s):  
Andrii Galkin ◽  
Yurii Davidich ◽  
Yevhen Kush ◽  
Nataliia Davidich ◽  
Iryna Tkachenko
Keyword(s):  
Public Transportation ◽  
Activity Index ◽  
Idle Time ◽  
Urban Transport ◽  
Transport Systems ◽  
Standing Time ◽  
Schedule Optimization ◽  
Regulatory Systems ◽  
Urban Public Transport

The functioning of passenger transport systems should provide necessary quality of passenger service. The results of this research have shown possibility to increase the quality of urban public transport via influence on the driver’s state due to the rational schedule planning. The state change patterns of drivers during the idle time on the final and intermediate bus stops were formalized, based on field observations. The following conclusion was made: decreasing of driver’s body stress takes place during the idle time on the route stops. The intensity of decreasing of driver’s body stress is inversely proportional to the meaning of activity index of driver’s regulatory systems before the start of standing time. Consequently, the duration of idle time must be differentiated depending on the value of the indicator of activity of driver’s regulatory systems before the start of standing time, which is influenced by the working conditions. ECG method was used for assessing driver’s fatigue in elements of transportation process. Comparative analysis of driver’s state changes during the different types of idle time shows the comparability of the results of the study. Transportation management experts can use the research results in urban transport schedule planning and monitoring.

User Perception towards Ride hail Service: A case of Nagpur city, India

2021 ◽  
pp. 1-16
Author(s):  
B. Raghuram Kadali
Keyword(s):  
Public Transport ◽  
Public Transportation ◽  
Online Survey ◽  
University Campus ◽  
User Perception ◽  
Contributing Factors ◽  
Transportation Services ◽  
The Public ◽  
Shared Service

In recent times, there is an increase in the utilization of the ride-hail service (viz., mobile application-based shared service) by the younger generation due to tremendous changes in technology, extensive usage of smartphones, and perceived convenience during travelling. For evaluating ride-hail service further, it is necessary to understand the user perception towards the ride-hail service and public transportation system (viz., bus in this case) to efficiently plan the public transportation services. Hence, the present study analyzes user perception while making trips, using ride-hail service and public transport buses. A long stretch of 3.8 km has been selected in the Nagpur city for the study and the stretch attracts a good number of trips by ride-hailing and public transportation. To perform the analysis, a survey has been conducted in the stretch which includes an online survey (viz., based on the Google form) and an offline survey (viz., at selected bus stops on the route between university campus and shopping complex). A binary logit model has been developed to understand the user perception towards ride-hail service and to identify the significant contributing factors towards the preference of the ride-hail service over the public transport bus. From the model results, it has been noted that age, accessibility, waiting time, travel time, income, and travel cost of the trip are the most significant contributing factors that affect user decision for availing the ride-hail service. It has been concluded from the study that the inferences obtained would be useful in the direction of developing warrants for transport planners and policymakers to improve the service quality of public transport buses (viz., frequency and routes) in cities especially in the Indian context.

scholarly journals Measures ensuring the food quality on retail markets: experimental perspective

2014 ◽  
Vol 60 (No. 8) ◽  
pp. 343-352
Author(s):  
M. Polívka ◽  
D. Martinčík
Keyword(s):  
Food Industry ◽  
Quality Standards ◽  
Poor Quality ◽  
Public Authorities ◽  
Information Platform ◽  
Retail Markets ◽  
The Public ◽  
Quality Checks ◽  
European Markets

Due to the ongoing problems with the quality of foods in European markets, the public authorities try to take some measures, which would reduce the amount of substandard food products offered to consumers in retailing. Three such measures – the higher frequency of quality checks conducted by public authorities, the imposition of some import barriers on the foodstuffs from countries known for their frequent breaches of quality standards in the food industry and the establishment of an information platform serving for the public pillorying of poor quality food – are studied in this paper. The experimental policy analysis was used as the research method. The results obtained show that only the higher frequency of quality checks can improve the situation of consumers. This measure is also effective in punishing the dishonest retailers, while not harming the honest ones.  

scholarly journals THE STATUTE OF THE CITY AND THE MASTER PLAN: INSTRUMENTS FOR SUSTAINABLE CITIES

2015 ◽  
Vol 3 (3-4) ◽  
pp. 342-357
Author(s):  
Gabriela Soldano Garcez ◽  
Mariana Vicente Braga Carmello
Keyword(s):  
Participatory Management ◽  
Master Plan ◽  
Sustainable Cities ◽  
Public Authorities ◽  
The Public ◽  
Master Plans ◽  
Federal Constitution ◽  
Social Economic Development ◽  
The City

The Master Plan is an important instrument to promote significant changes in Brazilian cities in order to achieve a sustainable development and create a new relationship between man and the environment. As far as this planning is concerned, the Master Plan is a basic tool to stablish guidelines to meet citizens necessities, as well as quality of life and social-economic development. For this purpose, citizens supervision and participation in local activities are necessary, so that Constitutional principles and democracy are accomplished. Civil society should be part of the decision-making process concerning enviromental public policies, as well as integrate elaboration, and supervision of these policies, taking into consideration that the public authorities, as well as the society, have to protect and defend the environment for the future generations (article 225, of the Federal Constitution). In this context, this task aims, firstly, evaluare the general guidelines od the Statute of the City (Law nº 10.257/01) and the importance of the Master Plans. Afterwards, adresses the participatory management as a way of implementing the sustainable cities. 

scholarly journals Passenger Satisfaction Evaluation of Public Transportation Using Pythagorean Fuzzy MULTIMOORA Method under Large Group Environment

2020 ◽  
Vol 12 (12) ◽  
pp. 4996 ◽  
Author(s):  
Xu-Hui Li ◽  
Lin Huang ◽  
Qiang Li ◽  
Hu-Chen Liu
Keyword(s):  
Public Transportation ◽  
Transportation System ◽  
New Method ◽  
Rail Transit ◽  
Transit Network ◽  
The Public ◽  
Passenger Satisfaction ◽  
Group Environment ◽  
Public Transportation System ◽  
Satisfaction Evaluation

Passenger satisfaction is an important factor that affects the choice of travel modes for municipalities, especially in big cities. This evaluation is an important task for managers when they are considering improving the competitiveness of the public transportation system. However, passenger satisfaction evaluation is difficult as the information provided by passengers is often vague, imprecise, and uncertain. This paper aims to propose a new method, using Pythagorean fuzzy sets and multi-objective optimization by a ratio analysis plus full multiplicative form method (MULTIMOORA), to evaluate the passenger satisfaction level of the public transportation system under large group environment. The former is employed to represent the satisfaction assessments of rail transit network provided by passengers. The latter is extended and used to determine the passenger satisfaction levels of rail transit lines. In addition, a combination weighting method is suggested to compute the relative weights of evaluation criteria. A case study of the rail transit network in Shanghai is provided to demonstrate the effectiveness of the proposed passenger satisfaction evaluation method. The result shows that the new method proposed in this study can not only model passengers’ satisfaction evaluation information with more uncertainties, but also determine more reasonable and credible satisfaction levels of rail transit lines.

scholarly journals La calidad del servicio en el sistema de transporte público y su impacto en la satisfacción del usuario (Quality service in the public transportation system and its impact in user’s satisfaction)

2018 ◽  
Vol 14 (28) ◽  
Author(s):  
Luis Enrrique Ibarra-Morales ◽  
Natalia Guadalupe Romero-Vivar ◽  
Daniel Paredes-Zempual
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Public Transportation ◽  
Measurement Instrument ◽  
Transportation System ◽  
Service Performance ◽  
Quality Service ◽  
The Public ◽  
El Sistema ◽  
Public Transportation System

El brindar un excelente servicio a través del atributo de la calidad, ha sido la constante en la mayoría de las empresas, ya que tiene un impacto directo en la satisfacción del cliente como usuario de los servicios y, en los resultados estratégicos de la organización. La presente investigación realiza un aporte al área de la administración y negocios, ya que mide la calidad del servicio y la satisfacción del usuario del sistema de transporte público en Hermosillo, Sonora, México. Esta investigación es de tipo cuantitativa con un universo de estudio de 1,296 usuarios del transporte, a los cuales se les aplicó un instrumento de medición donde se determinaron las dimensiones o atributos que más impactan en la satisfacción del cliente haciendo uso de la metodología Servperf (Service Performance). El análisis se llevó a cabo a través de un análisis factorial exploratorio (AFE); así como la técnica de regresión lineal múltiple. Las dimensiones evaluadas fueron: Tangibles, confiabilidad, responsabilidad, seguridad y, empatía. Los resultados de la estimación de regresión lineal múltiple determinan la importancia, peso y valor de cada dimensión en términos de satisfacción medido por la calidad del servicio otorgado y que, para este estudio, indican las áreas que se deben de atender y mejorar para que el usuario se sienta más satisfecho con el servicio en términos de calidad. Palabras clave: calidad del servicio, satisfacción del usuario, servperf, sistema de transporte público.  Abstract.Giving an excellent service trough quality attributes has been the constant in most organizations, now that it has a direct impact in client’s satisfaction as a user of the services, and in the strategic results of the organization. This research study makes a contribution to the area of administration and business, as it measures the quality service and clients’ satisfaction of the public transportation system in Hermosillo, Sonora, México. This investigation is a quantitative type with a universe of study of 1296 transport users, to whom was applied a measurement instrument where were determined the dimensions or attributes with the highest impact in client´s satisfaction, through the Servperf (Service Performance) methodology. The analysis was carried out through an exploratory factor analysis (EFA), as well as a multiple linear regression technique. The dimensions evaluated were: Tangible, reliability, responsibility, assurance and empathy. The results of the estimation of multiple linear regression determine the importance, weight and value of each dimension in terms of satisfaction measured by the quality service given and for this study, indicate the areas that have to be attended and improved for the clients to be more satisfied with the service in terms of quality.Key words: quality service, public transportation system, servperf, user’s satisfaction. 

scholarly journals Water quality of rivers in the eastern region of Cianorte (Paraná, Brazil) under relevant influence of industrial and agricultural waste

2021 ◽  
Vol 10 (8) ◽  
pp. e27610817336
Author(s):  
Éderson Vecchieti Gonçalves ◽  
Letícia Scala Frâncica ◽  
Talles Neves de Tofolli ◽  
Flávia Vieira da Silva Medeiros ◽  
Débora Cristina de Souza ◽  
...  
Keyword(s):  
Water Quality ◽  
Agricultural Waste ◽  
Industrial Effluents ◽  
Eastern Region ◽  
High Concentration ◽  
Public Authorities ◽  
The Public ◽  
Periodic Analysis ◽  
Nitrite Nitrate

The Catingueiro, Cristalino and Ligeiro Rivers, present in the eastern region of Cianorte, Paraná, Brazil, are under constant influence of industrial effluents and agrochemicals. In 2022, the public supply of this municipality will be made by waters of the Ligeiro River, and the sites predicted for abstraction are close to the sites of confluence of the Catingueiro River and the Cristalino River with the Ligeiro River. We evaluated in two periods of 2020, based on different parameters, the water quality of the Catingueiro River at two sites, P1 and P2 (P2, upstream of the confluence), the Cristalino River in one site, P3, and the Ligeiro River at two sites, P4 and P5 (P5, downstream of the confluence). Levels of nitrite, nitrate and sulfate in waters were within the range set by law. All points had a high concentration of fluorides and phosphato in the two collections. In P1, in both collections, a high concentration of copper was found.  P1 and P2, in the second collection, presented high levels of aluminum. Silicon was detected at all sites. Waters were phytotoxic to L. sativa and cytotoxic to the root meristems of A. cepa. Physical-chemical and toxicity analyses suggest a compromise in water quality. These data are an alert to the public authorities of Cianorte and Paraná regarding the anthropic actions carried out in these rivers and alert the sanitation company to carry out a preliminary and periodic analysis of the waters in order to know the contaminants present before treating them.

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