Factors affecting the total quality of public transport with a focus on local transport. Partial report 1

Joukkoliikenteen kokonaislaatuun vaikuttavat tekijat, painopisteena paikallisliikenne. Osaraportti 1

This literature study forms the basis of the empirical part of the JOKOLA research project. Selected re-search publications related to the quality of public transport from recent years are included in the study. The concept of quality in the context of public transport is wide and therefore hard to define precisely. Perceptions about quality and models for total quality are always dynamic and tied to a certain location. There is no single quality model for public transport, which can be employed to improve quality and monitor quality levels in all service environments without significant modifications. From the passenger perspective the perceived total quality of public transport is formed of individual travel experiences, which can be evaluated either objectively (actual travel time, actual travel cost, possible accidents etc.) or subjectively (different perceived qualities such as perceived safety and perceived efficiency of travel). When passengers are satisfied they perceive the quality of public transport as being good. If there is a negative change in the quality of one part of the trip, passenger satisfaction drops, which in turn causes the passengers to view the quality of the public transport offering in a more critical light. Increased awareness of quality improvements, such as advertisement campaigns, may raise passenger expecta-tions and thus lower the barrier for giving negative feedback. The schedule adherence of public transport has a significant effect on passenger satisfaction and the quality of public transport as perceived by pas-sengers. The development of schedule adherence can be objectively monitored either by an external party (for instance the procurer of the traffic) or by the operator of the traffic. This report may be found at http://www.mintc.fi/oliver/upl193-LVM_664_2007.pdf


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  • Accession Number: 01090825
  • Record Type: Publication
  • Source Agency: TRL
  • ISBN: 978-952-201-960-8
  • Files: ITRD
  • Created Date: Mar 31 2008 7:50AM