Importance – Performance Analysis (IPA) of metro service attributes during the COVID-19 pandemic
The study of user satisfaction with public transport services is of key interest for enhancing public transport ridership. However, the elevated risks of virus transmission on public transport associated with COVID-19 have resulted in a shift towards private vehicles. This issue is of concern to policymakers due to reduced levels of public transport use and increased private vehicle trips. Thus, it is relevant to re-evaluate attributes impacting user satisfaction during the COVID-19 pandemic to understand how this compares to related research undertaken before the pandemic. Through a survey of 507 Tehran Metro users, the structural patterns among 33 metro service attributes were determined using Exploratory Factor Analysis (EFA). A service quality model of the Tehran Metro service (including cleanliness, ventilation/temperature, congestion, operation hours, ticket, information, reliability, and safety) was then designed using Confirmatory Factor Analysis (CFA). Attributes and latent constructs were classified using Importance – Performance Analysis (IPA). Attributes associated with general congestion in the metro, the performance of the metro during peak hours, cleanliness, and temperature/ventilation were found to be among the most influential attributes during the pandemic. Before the COVID-19 pandemic, time and cost effectiveness were key attributes affecting the choice of travel mode. Due to the outbreak of the virus, safety and health have been identified as the main attributes affecting the choice of travel mode. In this research, with a case study of the Tehran metro, it was found that there is a shift in attributes affecting service quality towards cleanliness, congestion and temperature/ventilation. As a result, a range of policies is needed to deal with the effect of COVID-19 on metro services. These include: increasing the number of metro services, reducing the time interval between metro services, improving air conditioning, and regular cleaning of vehicles. Policymakers can use the results of this study to improve user satisfaction with metro services and increase ridership levels during the pandemic.
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Availability:
- Find a library where document is available. Order URL: http://worldcat.org/issn/2213624X
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Supplemental Notes:
- © 2022 World Conference on Transport Research Society. Published by Elsevier Ltd. All rights reserved. Abstract reprinted with permission of Elsevier.
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Authors:
- Aghajanzadeh, Mohammad
- Aghabayk, Kayvan
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0000-0001-5752-9704
- Esmailpour, Javad
- De Gruyter, Chris
- Publication Date: 2022-9
Language
- English
Media Info
- Media Type: Web
- Features: Figures; References; Tables;
- Pagination: pp 1661-1672
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Serial:
- Case Studies on Transport Policy
- Volume: 10
- Issue Number: 3
- Publisher: Elsevier
- ISSN: 2213-624X
- Serial URL: http://www.sciencedirect.com/science/journal/2213624X
Subject/Index Terms
- TRT Terms: COVID-19; Mode choice; Public transit; Quality of service; Ridership
- Geographic Terms: Tehran (Iran)
- Subject Areas: Operations and Traffic Management; Planning and Forecasting; Public Transportation;
Filing Info
- Accession Number: 01853497
- Record Type: Publication
- Files: TRIS
- Created Date: Jul 29 2022 9:25AM