Using Data Science and GIS-Based Analysis of Transit Passenger Complaints to Uncover Patterns of Passenger Frustration

This study shows how mapping and statistical modeling can improve system-wide analysis of passenger complaints. The analyzed data set consists of 718 passenger complaints concerning municipal bus lines. Geographic Information System (GIS)-based analysis showed that the spatial spread of complaints changes over time, as a function of service disruption type and geographical areas. Recursive Bivariate Probit model results indicated that the most acute sources of frustration are problem recurrence and monetary loss. The service problems that are associated with problem recurrence are mainly crowding, followed by delays and line cancellations. A negative binomial model estimation showed that the number of complaints increases with the ratio between the number of boarding to bus arrivals and decreases with the increase in motorization rate and with the distance from the central bus terminal. Latent cluster analysis shows that acute frustration is mainly related to one type of complaint.


  • English

Media Info

  • Media Type: Digital/other
  • Features: Figures; References; Tables;
  • Pagination: 19p

Subject/Index Terms

Filing Info

  • Accession Number: 01764412
  • Record Type: Publication
  • Report/Paper Numbers: TRBAM-21-00252
  • Files: TRIS, TRB, ATRI
  • Created Date: Dec 23 2020 11:05AM