Evaluation of driver satisfaction of travel information on variable message signs using fuzzy aggregation

Abstract

Driver satisfaction regarding travel information provided by variable message signs (VMS), which are part of the NamMountain Tunnel ATIS, was evaluated using fuzzy aggregation. Application of fuzzy aggregation to analyze driver satisfaction allows one to represent the variability and complexity of human perception with great fidelity. A fuzzy weighted average using two sets of fuzzy membership functions was applied to evaluate individual satisfactions of delay and travel time information provided. Then, those individual satisfactions were aggregated to estimate the driver group's overall satisfaction. The evaluated overall satisfaction was 0.65 for delay information and 0.63 for travel time information. Through these results, it was found that users of the travel information provided by the VMS in the NamMountain Tunnel ATIS were somewhat satisfied with the service quality. Those overall satisfactions were compared with a conventional weighted average and traffic operational effects to demonstrate the usefulness of the developed fuzzy method. IntroductionAdvanced traveler information systems (ATIS) are an intelligent transportation sub-area that has significant interactions between the system and users. In making the best use of these interactions, ATIS enable users to enhance their personal mobility, safety, and satisfaction D. Lee, C. Lee, M. T. Pietrucha 6with transportation services. These interactions include delivering data directly to travelers or allowing them to make better choices about alternate routes or modes of transportation. An important element in the transmission of information to travelers, as part of ATIS, is the variable message sign (VMS).Along with understanding these interactions, the evaluation of users' perceptions regarding the service quality of ATIS is also important. However, ATIS service quality is usually evaluated based on the investigation of traffic operational effects. For example, how does the installation of ATIS along the road affect average travel speed or average delay? This evaluation does not consider transportation user aspects, such as how the users perceive the service quality of these devices or how satisfied the users are with the service they are receiving. There are some evaluations of VMS that only assess the traffic operational impacts of traveler behavior based on the information the travelers received from VMS. Yim and Ygnace [1996] evaluated traveler responses to VMS in France using loop detector data. They analyzed how drivers responded in their route choice behavior to information about different lengths of delay. A study in the Netherlands evaluated network-wide effects of VMS in Amsterdam using several operational indicators including severity of congestion, traffic performance, and instantaneous travel time delay [Kraan et al., 1999].Another means to evaluate VMS is to investigate directly a transportation user's satisfaction with the provided transportation service. To investigate their satisfaction, a survey asking users their opinions regarding infor...

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