01516491

Component

https://doi.org/10.3141/2417-02

http://scholar.google.com...uang&publication_year=2014

Understanding passenger expectations is a major task for rail transit operators so that they can determine necessary service improvements and the need to undertake new resource planning projects. Taiwan Railways Administration (TRA), the commuter rail operator in Taiwan, is seeking an approach to identify customer expectations by types of services and by region. Level of service (LOS) as defined by the Transit Capacity and Quality of Service Manual (TCQSM) is a widely used approach to evaluate the performance of transit services. However, predefined thresholds from the TCQSM used to evaluate service quality without knowing customer expectations may not reflect actual passenger satisfaction. In this study, a rail service sensitivity meter (RSSM) was developed to measure passenger expectations accurately and quantitatively and to determine acceptable levels of rail service. The RSSM was implemented in the empirical study to determine passenger expectations in regard to an acceptable LOS obtained through the process. Results of the empirical study set the benchmarks of service quality attributes and indicate that TRA service performance is generally acceptable, but TRA should focus on improvements to passenger load during peak hours by lengthening current trains with additional seats or by providing additional train services. Through the RSSM process, operators can evaluate the gap between expected services and actual services as well as improve the system to ensure customer satisfaction.

01547892

14-1394

English

pp 10–17

2014

Transportation Research Record: Journal of the Transportation Research Board

9780309295277

Print

Figures (9) ; Photos; References (17) ; Tables (6)

Customer satisfaction; Level of service; Passengers; Performance measurement; Quality of service; Rail transit

Transit Capacity and Quality of Service Manual

Taiwan

Passenger Transportation; Planning and Forecasting; Public Transportation; I72: Traffic and Transport Planning

PRP, TRIS, TRB, ATRI

Jan 27 2014 2:31PM

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