Impact Score Technique for Analyzing the Service Quality of a High-Speed Rail System

Alçura, Güzin Akyıldız; Kuşakçı, Sümeyye; Şimşek, Gülhayat Gölbaşı; Gursoy, M. Cenk; Tanrıverdi, Sami Cankat

doi:10.3141/2541-08

Cited by 11 publications

(5 citation statements)

References 23 publications

(39 reference statements)

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“…Among the relevant literature, some researchers use the Impact Score technique to analyze the effects of many attributes on passenger satisfaction in the public transportation sector (Alçura et al, 2016;Barabino et al, 2011). The Impact Score technique was developed by MORPACE International Inc. and was successfully applied to measure passenger satisfaction in public transportation by Transit Cooperative Research Program in 1999.…”

Section: Literature Review 21 Service Quality Of Public Transportmentioning

confidence: 99%

Service quality scale development for fully automatic operation metro system

Zhang

et al. 2022

IJQSS

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Purpose Fully automatic operation (FAO) metro system is the trend of urban rail in modern cities. This study aims to develop a service quality scale for measuring passenger service perception in the context of FAO metro system. Design/methodology/approach Based on the interviews and the dimensions proposed in the previous service quality scales of the public transport sector, this study develops a multidimension service quality scale. Face-to-face interviews and surveys are conducted to obtain the riding experience and satisfaction of passengers in the metro stations of Beijing Subway Yanfang Line and Beijing Daxing International Airport Express that are FAO metro lines. Reliability, validity and nomological validity of our scale are demonstrated. Findings Six dimensions (i.e. tangibles, information, safety, efficiency, empathy and innovation) and 22 items are included in the scale through quantitative analysis. It is found that all of the six dimensions have a significant relationship with passenger satisfaction. Especially information and innovation are the more important dimensions of FAO metro system service quality. Originality/value This study contributes to the service quality literature in the public transport sector taking the FAO metro system as the object. The findings may provide a guide for the FAO metro operators to evaluate and improve their service quality.

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Section: Literature Review 21 Service Quality Of Public Transportmentioning

confidence: 99%

Service quality scale development for fully automatic operation metro system

Zhang

et al. 2022

IJQSS

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“…ese proposed variables were used to study service quality of public transit through a variety of comprehensive methods. ey included using the impact score to evaluate the service quality of public transit [25] and adopting the "SERVQUAL" method to evaluate the service quality in public transport, which was originally applied in retail banking, credit card services, repair and maintenance of electrical appliances, long-distance telephone services, and title brokerage [26]. In addition, the Structural Equation Model (SEM), which has been widely used in various fields [27,28], was used to account for the relationship between service quality and passenger satisfaction.…”

Section: Research On Servicementioning

confidence: 99%

Improving the Service Quality of Public Transit with Exclusive Bus Lanes: A Perspective from Passenger Satisfaction

Yang

2021

Journal of Advanced Transportation

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Exclusive bus lanes have been widely regarded as an effective way to promote bus priority and improve the service quality, while they have not attracted more passengers to travel by bus in China. Also, more attention is usually paid to the infrastructure and facilities of exclusive bus lanes, but not much attention is paid to the passenger satisfaction of public transit with them. Therefore, this paper studies how to improve the service quality of public transit with exclusive bus lanes from a perspective of passenger satisfaction. A Structural Equation Model (SEM) was developed to investigate the mechanism of relationships between passenger satisfaction and the factors influencing the service quality of public transit with exclusive bus lanes. A total of 2087 respondents from Shanghai, China, participated in this study. Also, a comparison model of different groups using public transit including captive riders, choice riders, and captive by choice riders was established. Results show that passengers were dissatisfied with the current service of public transit with bus lanes, while they would prefer to take buses in the near future. In addition, travel environment, facilities, and convenience, rather than operational efficiency, had significant effects on passenger satisfaction. Through the comparison model, it was found that choice and captive by choice users might prefer public transit with bus lanes and captive users might be unable to bear the financial burden of private motorized travel. “Crowdedness in the buses on bus lanes during peak hours” especially for choice riders and “driving stability” especially for captive riders were the improvement direction for attracting more passengers to travel by bus. The results and the proposed policies of this study can benefit for the planning and operations of exclusive bus lanes in Shanghai and other similar cities around the world.

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“…Existing studies have applied differing techniques when undertaking the task of assessing transit service performance. Examples include the SERVQUAL model (Barabino et al., 2012; Sam et al., 2018), impact score technique (Alçura et al., 2016), importance‐performance analysis (Ali et al., 2009; Cao & Cao, 2017; Wu et al., 2008), customer satisfaction index (Ali et al., 2009; Eboli & Mazzulla, 2009), ordered logit model (Echaniz et al., 2019; Tyrinopoulos & Antoniou, 2008), structural equation modeling (Eboli & Mazzulla, 2007; Shen et al., 2016; Wan et al., 2016), and multicriteria evaluation (Hassan et al., 2013; Pedroso et al., 2018; Yeh et al., 2000). More recently, some studies have used the Structural Entropy‐TROPSIS model to evaluate the PT system (Huang et al., 2018; Zhang et al., 2018).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Section: Theoretical Backgroundmentioning

confidence: 99%

Assessing the performance of public transport services in a developing country: A case study using data envelopment analysis

et al. 2021

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The accurate evaluation of public transport (PT) services in developing countries is a challenging task due to a lack of reliable data and formal guidelines. The aim of this study was to develop a framework addressing these data limitations and quantify PT performance using outputoriented Data Envelopment Analysis (DEA). The local bus service operation of Chattogram City Corporation area of Bangladesh was used as a case study. A performance assessment inventory was developed identifying the major stakeholders related to local bus service operations. The relative efficiencies of different bus routes (from users' and operators' perspectives) were estimated using the DEA model, which incorporated data from a semi-structured questionnaire survey linked with the inventory. The PT authority also ranked all bus routes according to their degree of efficiency. Results indicated that relative efficiency scores in various routes varied according to the stakeholders' perspectives. A range of different parameters were considered when evaluating the performance of the service. The proposed inventory and framework would be useful for policymakers and urban planners in sequencing and prioritising different routes. This optimisation process would provide improved transport services to the general public.

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Impact Score Technique for Analyzing the Service Quality of a High-Speed Rail System

Cited by 11 publications

References 23 publications

Service quality scale development for fully automatic operation metro system

Service quality scale development for fully automatic operation metro system

Improving the Service Quality of Public Transit with Exclusive Bus Lanes: A Perspective from Passenger Satisfaction

Assessing the performance of public transport services in a developing country: A case study using data envelopment analysis

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