USER-DETERMINED PRIORITIES FOR SERVICE QUALITY CONTROL IN A RAILROAD PASSENGER SYSTEM

THE REPORT DEVELOPS A USER-ORIENTED QUALITY CONTROL SYSTEM FOR PASSENGER SERVICES IN A CONVENTIONAL RAILROAD OPERATION. THE AUTHORS NOTE THAT QUALITATIVE FACTORS MAY BE EXTREMELY IMPORTANT IN ATTRACTING RIDERSHIP TO THE PUBLIC TRANSPORTATION MODES. THE REPORT THEREFORE ATTEMPTS TO DETERMINE QUALITY CONTROL PRIORITIES FOR RAIL SERVICES THAT ARE TAILORD DIRECTLY TO USER PREFERENCES. GIVEN THE BASIC FACTORS OF THE PASSENGER EXPERIENCE, THE AUTHORS DESIGNED A BEHAVIORAL TO MEASURE A TRAVELER'S TOTAL SATISFACTION WITH HIS RAIL TRIP. USING DATA COLLECTED IN AN ON-BOARD SURVEY OF RAILROAD PASSENGERS, THE AUTHORS DEVELOPED A RATIO SCALE TO IDENTIFY QUALITATIVE PRIORITIES AMONG THE VARIOUS FUNCTIONS. THE QUESTIONNAIRE ASKED RIDERS TO JUDGE THE RELATIVE IMPORTANCE OF 84 ELEMENTS REPRESENTING EVERY ON-TRAIN ACCOMODATION SERVICE QUALITY CATEGORY. TO VALIDATE THE INTEGRITY OF THEIR PASSENGER SAMPLE, THE AUTHORS ATTEMPTED TO DETERMINE WHETHER A SIGNIFICANT STATISTICAL RELATIONSHIP EXISTED BETWEEN THE SOCIO-ECONOMIC CHARACTERISTICS OF RAIL USERS AND THEIR SUBJECTIVE RATINGS OF ACCOMMODATION ELEMENTS. SEVERAL REGRESSION EQUATIONS WERE DEVELOPED TO TEST THIS RELATIONSHIP. THE REPORT CONCLUDES, HOWEVER, THAT PASSENGERS JUDGE THE SAME THINGS AS SUBJECTIVELY IMPORTANT REGARDLESS OF THEIR PERSONAL CHARACTERISTICS OR REGULAR TRAVEL HABITS. CONSEQUENTLY, THE ATTITUDINAL MEASURE DIRECTLY OBTAINED WAS JUDGED TO BE THE PUREST PREDICTOR OF USER SATISFACTION WITH ON-TRAIN ACCOMODATIONS. THE AUTHORS CONCLUDE THAT THEIR STUDY DEMONSTRATES THE APPLICABILITY OF USER PREFERENCES IN FASHIONING QUALITY CONTROL PRIORITIES FOR RAILROAD OPERATIONS. /UMTA/

  • Supplemental Notes:
    • PROJ NO URT-21
  • Corporate Authors:

    Northwestern University, Evanston

    Transportation Center, Leverone Hall
    Evanston, IL  United States  60201
  • Authors:
    • Moyer, N E
    • Michaels, R M
  • Publication Date: 0

Subject/Index Terms

Filing Info

  • Accession Number: 00241842
  • Record Type: Publication
  • Source Agency: Urban Mass Transportation Administration
  • Files: TRIS, USDOT
  • Created Date: Jan 3 1982 12:00AM