01626003

Component

This paper employs the three-factor theory to identify how express and local bus riders perceive the same service attributes differently, and which service attributes have a critical impact on riders’ overall satisfaction. It then provides transit agencies recommendations for service improvements. Specifically, the authors apply ordered logistic models to the 2014 Transit Rider Survey in the Twin Cities to examine how the performance of service attributes affects riders’ overall satisfaction with express and local buses. By adopting the three-factor method, the authors classify the attributes into three groups based on their respective contribution to overall satisfaction. We then integrate the classification of the attributes with their average performances to identify improvement priorities. Both the importance of service attributes to overall satisfaction and the improvement priorities differ between express and local buses. Among the tested attributes, “vehicles are comfortable”, “total travel time is reasonable”, and “reliability” should be addressed first for both local and express buses.

This paper was sponsored by TRB committee AP015 Standing Committee on Transit Capacity and Quality of Service. Alternate title: Using Three-Factor Method to Identify Improvement Priorities for Express and Local Bus Services in Twin Cities, Minnesota

01618707

17-02464

English

16p

2017

Transportation Research Board 96th Annual Meeting

Digital/other

Appendices; References; Tables

Customer satisfaction; Express buses; Improvements; Logistic regression analysis; Public transit; Quality of service; Strategic planning

Twin Cities Metropolitan Area (Minnesota)

Highways; Planning and Forecasting; Public Transportation

Transportation Research Board Annual Meeting 2017 Paper #17-02464

PRP, TRIS, TRB, ATRI

Dec 8 2016 10:55AM