Download or read book Customer Surveying for Public Transit written by Michael R. Baltes and published by . This book was released on 2002 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book On board and Intercept Transit Survey Techniques written by Bruce Schaller and published by Transportation Research Board. This book was released on 2005 with total page 101 pages. Available in PDF, EPUB and Kindle. Book excerpt: "TRB's Transit Cooperative Research Program (TCRP) Synthesis 63: On-Board and Intercept Transit Survey Techniques examines transit agencies' experiences with planning and implementing on-board and intercept surveys. On-board and intercept surveys include self-administered surveys distributed on board buses and railcars, and in stations, as well as interviews conducted in these environments. The report provides an overview of industry practices and covers a broad range of issues addressed in planning a given survey"--Publisher's description
Download or read book Web based Survey Techniques written by Gregory Spitz and published by Transportation Research Board. This book was released on 2006 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: "TRB's Transit Cooperative Research Program (TCRP) Synthesis 69: Web-Based Survey Techniques explores the current state of the practice for web-based surveys. The report examines successful practice, reviews the technologies necessary to conduct web-based surveys, and includes several case studies and profiles of transit agency use of web-based surveys. The report also focuses on the strengths and limitations of all survey methods"--Publisher's description
Download or read book Public Transportation Quality of Service written by Luigi Dell ́Olio and published by Elsevier. This book was released on 2017-10-11 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Public Transportation Quality of Service: Factors, Models, and Applications is the first book to help researchers better understand the contributing factors that can improve public transportation perception among users. The book compiles in one place metrics currently dispersed in journal articles, government publications and book chapters. It critically analyzes currently available modeling methodologies such as the Ordered Logit/Probit model and Models of Structural Equations, highlighting their advantages and disadvantages. The book addresses models of desired quality, including the views of users and non-users, discussing the gap between desired and perceived quality. The book also examines data mining approaches such as decision trees and neural networks, showing how to involve the public in the decision-making process to create policies that encourage public transport demand. Measuring passenger’s views on public transportation is of critical concern to promote wider transit use in cities around the world. Includes insights from both theoretical and practical points of view for both researchers and practitioners Features case studies in each chapter that apply models discussed Helps readers develop and design their own studies for measuring quality of service Shows how to include perceived quality in contracts Provides access to the survey formulas and data to better enable implementation of models
Download or read book Fostering Happiness Among Public Transit Users written by Emily Grise and published by . This book was released on 2019 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer satisfaction surveys are one of the most heavily utilized tools within the public transit industry to gain insight into the perceptions, attitudes and behaviours of customers. The efficacy of policies and service improvement strategies derived from satisfaction data are presently limited by the methodologies that are used to analyze this data. The overarching goal of this dissertation is to expand the understanding of public transit customer satisfaction through incorporating personal, spatial and contextual factors. This research goal will be achieved through answering the following research question: How can customer satisfaction data be effectively analyzed and utilized to generate targeted service quality improvements? This dissertation consists of four research objectives which are as follows: 1.To show differences in perceptions of service quality across different socioeconomic neighbourhoods in a highly competitive and well-monitored transit market; 2.To develop a transit market segmentation approach that includes personal, spatial and contextual factors; 3.To understand the extent to which transfers influence trip satisfaction; 4.To expand our understanding of how public transit performance measures can be integrated into satisfaction analyses to better predict overall satisfaction.The four research objectives each correspond to an analysis chapter comprising this manuscript-based dissertation. These chapters build on one another, and collectively aim to advance existing methods of analyzing customer satisfaction data for better knowledge of the transit market. The first two chapters of this dissertation present spatial methods of analyzing customer satisfaction data. Chapter two examines satisfaction with bus service across neighbourhoods of varying socio-economic status in London, UK. This spatial method allows agencies to identify areas for improvement at a more disaggregate level than previous research. The third chapter presents a new market segmentation approach that incorporates spatial and contextual factors that have not previously been incorporated into the practice of segmenting the transit market. This new method is demonstrated using a sample of commuter rail users in the Greater Toronto and Hamilton Area, Canada. The remaining two chapters demonstrate how contextual and operational data can be incorporated into satisfaction analyses. Chapter four explores the relationship between transferring and trip satisfaction using a survey of transit commuters to McGill University. In Chapter 5, satisfaction levels among users of a local and a limited-stop bus service in Vancouver, Canada are studied, while controlling for operational characteristics describing the service these users experienced, such as crowding. A concluding chapter consolidates the findings of these chapters and presents policy and research implications to support a better understanding of satisfaction. More specifically, this dissertation contributes to the knowledge in the following four ways:m •Identifies important shortcomings regarding how customer satisfaction data is analyzed; •Develops reproducible methodologies to both integrate spatial data into the analysis of satisfaction levels, as well as to apply spatial analysis techniques to examine satisfaction with service at a local scale (i.e. the route or neighbourhood level); •Demonstrates how detailed trip data can be applied to understand how specific service characteristics influence satisfaction levels; •Shows how transit performance data can be integrated into satisfaction analyses to provide a more complete understanding of passenger satisfaction levels. As customers are the most important judges of service quality, this dissertation demonstrates how transit agencies can more effectively analyze customer perceptions of service as stated in satisfaction surveys and generate policies for service improvements that will have the strongest impact on riders." --
Download or read book Evaluating Online Surveys for Public Transit Agencies Using a Prompted Recall Approach written by William Chow (S.M.) and published by . This book was released on 2014 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: Public transit agencies have traditionally relied on manually collected customer surveys to understand travel behavior and customer satisfaction. With formerly manually collected data such as ridership and running times now being automatically collected, there exists an opportunity to simplify surveys using this automatically collected information. This thesis evaluates an online approach to conduct customer surveys at a public transit agency by linking prior trip history into the survey. It also tests the prompted recall survey approach, where the personalized survey displays a prior trip segment and asks about the journey made by the respondent. The Massachusetts Bay Transportation Authority (MBTA), Boston's public transit agency, was used as a case study to develop a customer panel and test the online survey approach with prompted recall. The research showed that verifying a trip was made in the previous week significantly increased the chances of survey response having an associated trip record. Confirming that a recent trip was made by the respondent increased the rate of matching surveyed journeys to fare transaction data from 26.7% of individuals with no recent trip to 64.2% for individuals with a recent trip. Prompted recall had a slightly higher match rate of 67.3% of individuals, but the rate of partial matches using the prompted recall approach was significantly higher at 88%. Some missed matches may be due to inaccurate or incomplete records in fare transaction records, and solutions to these issues may increase the percentage of matches through the prompted recall approach. This result shows promise for transit agencies that may look to target surveys towards individuals using specific lines or routes. The success of this approach was primarily due to the construction of the survey, which allowed for previous trip records to be analyzed prior to subsequent survey distribution, and therefore should be used as one way to increase the quantity and quality of survey responses.
Download or read book Paratransit Customer Travel Needs Survey written by Chicago Transit Authority Survey Res and published by Legare Street Press. This book was released on 2023-07-18 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This survey report provides comprehensive information about the travel needs and preferences of paratransit customers in the Chicago area. The report includes analysis of demographic data, trip characteristics, and customer satisfaction ratings. It is an essential resource for transit planners and policymakers seeking to improve paratransit services. This work has been selected by scholars as being culturally important, and is part of the knowledge base of civilization as we know it. This work is in the "public domain in the United States of America, and possibly other nations. Within the United States, you may freely copy and distribute this work, as no entity (individual or corporate) has a copyright on the body of the work. Scholars believe, and we concur, that this work is important enough to be preserved, reproduced, and made generally available to the public. We appreciate your support of the preservation process, and thank you for being an important part of keeping this knowledge alive and relevant.
Download or read book Using Customer Needs to Drive Transportation Decisions written by Kathleen E. Stein and published by Transportation Research Board. This book was released on 2003 with total page 115 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Service Survey written by and published by . This book was released on 1994* with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Use of Social Media to Measure Customer Satisfaction in Public Transit Services written by Moein Hosseini and published by . This book was released on 2016 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The common approach for collecting customer opinion in public transit systems is to administer customer satisfaction (CSat) surveys. Such surveys are subject to changes, but the main challenge is that the design, collection, and analysis of CSat surveys are expensive and time-consuming tasks. Online social media platforms provide a bi-directional communication channel between customers and organizations, offering more capabilities than the commonly used CSat surveys. For example, online social media provide free accessibility to data and make it feasible to study the dynamics of online discussions. This study analyzes online discussions on Twitter about public transportation services in order to develop a tool which complements transit CSat surveys. The analysis has three analysis components: semantic, social network, and sentiment. The results are compared to those for CSat surveys published by selected Canadian transit agencies to determine whether social media could be used to extrapolate the changes in customer satisfaction.
Download or read book A Handbook written by Rebecca Elmore-Yalch and published by Transportation Research Board. This book was released on 1998 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Focuses on the status of market research as practiced in transit agencies and identifies major market issues confronting them. The handbook also evaluates market research strategies appropriate for transit and provides guidance to integrate and institutionalize market research into decision-making processes of transit agencies. Finally, it examines some institutional barriers that limit the use of market research.
Download or read book A Handbook for Measuring Customer Satisfaction and Service Quality written by Morpace International and published by Transportation Research Board. This book was released on 1999 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
Download or read book Integrating Passenger Ferry Service with Mass Transit written by Timothy D. Payne and published by Transportation Research Board. This book was released on 2013 with total page 55 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The purpose of this synthesis was to document the state of the practice of integration between land- and water-based transit systems and to explore successful aspects of seamless integration. The report assembles and presents information in numerous locations around the United States, supplemented with examples from Canada, Australia, and Bermuda. To accomplish this effort a literature review was undertaken that received limited results. However, a selected survey of 46 respondents out of 57 transit and ferry agencies, as well as agencies and companies in Canada, Australia, and the United Kingdom, including Bermuda, received an 80% response rate. The respondents represent a geographically representative sample--varying in size and age of system, degree of coordination between ferry and transit, and type of community served. The synthesis summarizes findings from 60 different ferry-to-land-based transit interfaces. Case examples of key factors of land- and water-based integration are offered for Long Wharf in Boston, Massachusetts; TransLink's SeaBus in Vancouver, British Columbia; New York Waterway's Hoboken Terminal; and Washington State Ferries and Kitsap Transit in Bremerton, Washington. Tim Payne, Danielle Rose, and Hazel Scher, Nelson\Nygaard Consulting Associates, Inc., Seattle, Washington, collected and synthesized the information and wrote the report, under the guidance of a panel of experts in the subject area. The members of the topic panel are acknowledged on the preceding page. This synthesis is an immediately useful document that records the practices that were acceptable within the limitations of the knowledge available at the time of its preparation. As progress in research and practice continues, new knowledge will be added to that now at hand"--Preface.
Download or read book Customer Satisfaction Survey written by Los Angeles County Metropolitan Transportation Authority and published by . This book was released on 2000 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Implementation and Outcomes of Fare free Transit Systems written by Joel Volinski and published by Transportation Research Board. This book was released on 2012 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this synthesis was to document the past and current experiences of public transit agencies that have planned, implemented, and operated fare-free transit systems. The report concentrates on public transit agencies that are either direct recipients or sub-recipients of federal transit grants and provide fare-free service to everyone in their service area on every mode they provide. The report will be of interest to transit managers and staffs, small urban and rural areas, university, and resort communities, as well as stakeholders and policy makers at all levels who would be interested in knowing the social benefits and macro impacts of providing affordable mobility through fare-free public transit. A review of the relevant literature was conducted for this effort. Reports provide statistics on changes in levels of ridership associated with fare-free service. White papers or agency reports identified by the topic panel or discovered through interviews with fare-free transit managers were also reviewed. Through topic panel input, Internet searches, listserv communications, and APTA and TRB sources, the first comprehensive listing of public transit agencies that provide fare-free service in the United States was identified. A selected survey of these identified public transit agencies yielded an 82% response rate (32/39). The report offers a look at policy and administrative issues through survey responses. Five case studies, achieved through interviews, represent the three types of communities that were found to be most likely to adopt a fare-free policy: rural and small urban, university dominated, and resort communities.
Download or read book Transport Survey Methods written by Jean-Loup Madre and published by Emerald Group Publishing. This book was released on 2009-11-02 with total page 659 pages. Available in PDF, EPUB and Kindle. Book excerpt: Identifies various challenges to the world community of transport survey specialists as well as the larger constituency of practitioners, planners, and decision-makers that it serves and provides potential solutions and recommendations for addressing them.
Download or read book Public Participation Strategies for Transit written by Scott Giering and published by Transportation Research Board. This book was released on 2011 with total page 96 pages. Available in PDF, EPUB and Kindle. Book excerpt: TRB’s Transit Cooperative Research Program (TCRP) Synthesis 89: Public Participation Strategies for Transit documents the state-of-the-practice in terms of public participation strategies to inform and engage the public for transit-related activities.
