The Highway Capacity and Quality of Service Committee of TRB, which oversees the development of the Highway Capacity Manual, has formally recognized a need to improve the current level-of-service (LOS) methodologies. Among the concerns about the methodologies is the extent to which LOS estimates correspond to road users' perceptions. In recognition of these concerns, the objectives of this study were to ( a) develop and test a methodology to obtain drivers' opinions with regard to urban street quality of service (QOS), ( b) apply the methodology to identify the factors that affect drivers' perceptions of QOS on urban streets, and ( c) provide a qualitative foundation for the development of quantitative QOS tools that are based on the perceptions of drivers. This study used an in-vehicle field approach to determine the factors that affect automobile drivers' perceptions of service quality on urban streets. While driving on a preselected route, 22 participants in four cities were asked to speak aloud about their driving experience and the factors that influenced their perception of service quality. Afterward, drivers also completed a written questionnaire. The drivers expressed their opinions about a wide range of issues, including simple observations, more detailed evaluations, and broad concerns related to the roadway environment. From the drivers' comments, 40 factors were identified as relevant to their perception of service quality on urban streets. The authors believe that by identifying a wide range of factors that influence drivers' perceptions of service quality on urban streets, this study has increased the knowledge and understanding of the needs and values of automobile drivers on urban streets and has laid the groundwork for future studies aimed at developing quantitative QOS tools and models.

A comparative analysis was performed of customer response to online traffic information in the Los Angeles, California, and Seattle, Washington, regions. A voluntary, online survey was administered to users of the Travel Advisory News Network and SmarTraveler websites in Los Angeles, and a similar survey was performed on the Washington State Department of Transportation Traffic Conditions website. This comparative study finds that the demographic profile of users is similar in the two regions: users tend to be male, well educated, upper income, employed, and 26 to 45 years of age. Users in both samples were also more technologically savvy than the general population. Despite these similarities, the data also reveal that location matters, as customers in Los Angeles experience significantly longer commutes and greater congestion and volatility in traffic conditions. While customers in both regions gave positive assessments of the traffic websites, Seattle respondents were more enthusiastic. On several dimensions, Seattle respondents expressed more intense support for their site. Moreover, Seattle customers were more likely to benefit from the service, with greater numbers agreeing that online traffic information saved them time and reduced the stress of traveling. An analysis of the data indicates that underlying traffic conditions in the two regions bear greatly on customers' response to the service. The greater congestion and volatility in Los Angeles increase customer demand for up-to-the-minute information and undermine customers' expectation that any information service can provide much relief.

Findings about the claimed use of and interest in traveler information systems among segments of the general population in the Seattle metropolitan region are reported. The research is based on data collected from a 1997 intelligent transportation system supplement to the Puget Sound Regional Council’s transportation panel travel diary study. In general, interest in traffic information was found to be a function of complex travel behavior, demographics, and factors related to attitudinal and technology interest. It was also found that the potential market for advanced traveler information systems (ATIS) includes several market segments with different needs; each is drawn to ATIS for distinct and varying reasons. First, the so-called control seeker segment includes people who desire greater than average control over their environment. In a traffic information context, that translates to better knowledge of their travel times, especially in congested travel environments. The second segment of interest, dubbed webheads, includes individuals who are very comfortable with high technology, and it is possible that they would be drawn to ATIS at least partially through specific high-technology dissemination media. A third segment is made up of individuals who are less comfortable with (or less interested in) technology and are primarily interested in pretrip information, which they use to make departure time and route choice decisions.

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