Factors affecting the total quality of public transport with a focus on local transport. Partial report 2

Joukkoliikenteen kokonaislaatuun vaikuttavat tekijat, painopisteena paikallisliikenne. Osaraportti 2

According to the analytic hierarchy process questionnaire (AHP) conducted in the JOKOLA research project the perceived total quality of public transport can be divided thematically into three almost equal parts corresponding to different quality factors (see chapter 3). Two of these three parts can be consid-ered "hard" factors while the final third consists of "soft" factors, which are especially influenced by peo-ple's perceptions and interaction with each other. In the questionnaire "route network, intervals, reliability and travel time" was ranked as the most important theme affecting perceived total quality by a clear mar-gin. The most important single quality factor out of the 31 factors studied was reliability and schedule adherence. It had a weight of 35 % within its theme and thus had an overall weight of almost 11 % for perceived total quality. The effects of clear variations in certain "hard" quality factors such as the quality of vehicles and "soft" quality factors such as the driver's driving style were studied in the field experi-ments of the research project. Based on the experiments a good driver can attain better passenger satis-faction scores than a bad driver even when the good driver uses a substandard vehicle and the bad driver uses a new vehicle. The good driver systematically attained better passenger satisfaction scores for those factors which he can influence with his own behaviour. The results of the survey and field ex-periments are presented in this report. Additionally the views of public transport specialists concerning the applicability of the results of the studies to public transport service provision are presented. The weighted overall picture of perceived total quality formed by different respondent groups is very uniform regardless of the background of the respondent. This may be affected by the classification of the themes and the way in which the questionnaire was conducted. On the other hand the results shows that the availability and reliability of certain core service factors are essential to all public transport users - value adding quality factors are only considered after these core factors. This report may be found at http://www.mintc.fi/oliver/upl194-LVM_66B_2007.pdf


  • Finnish

Media Info

Subject/Index Terms

Filing Info

  • Accession Number: 01090826
  • Record Type: Publication
  • Source Agency: TRL
  • ISBN: 978-952-201-972-1
  • Files: ITRD
  • Created Date: Mar 31 2008 7:50AM