Comparative Analysis of Customer Response to Online Traffic Information in Two Cities: Los Angeles, California, and Seattle, Washington

Abstract

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.

Who Will Use Pre-Trip Traveler Information and How Will They Respond? Insights from Zhongshan Metropolitan Area, China

“…Therefore, the middle-and-high income groups are very likely to treasure more the value of commute time, which can be enhanced by using PTI. This is in compliance with previous research findings that upper income travelers are more likely than others to use travel information [8].…”

“…The age group of major potential users in Zhongshan is similar to those of actual users in Los Angeles (64%) and Seattle (54%) [8].…”

The Value of Travel Information: A Search-Theoretic Approach

“…The substantial and positive parameter for the interaction between education level and information utility backs earlier findings (e.g., Petrella and Lappin, 2004) that higher education levels induce more information acquisition. The heterogeneity regarding the evaluation of preferences for information (sigma information constant and sigma early warning constant) calls for further studies into the existence of travel information market segments.…”

Role of travel information in supporting travel decision adaption: exploring spatial patterns

“…However, personal characteristics such as gender and income are not always found significantly associated with information usage (Peirce andLappin 2003, Petrella andLappin 2004). Trip characteristics are found to influence travel decisions substantially: especially when (1) the distance and duration of the trip is longer (Kitamura et al 1994, Englisher et al 1996, Peirce and Lappin 2003, Fan and Khattak 2008 (2) the trip is arrival-time sensitive (Peirce and Lappin 2003) and (3) substantial variability or uncertainty exists about travel times (Peirce andLappin 2003, Chorus et al 2007b).…”