Characterizing, measuring, and managing transit service quality

Recent studies to evaluate the quality of transit service are generating a good amount of renewed interest in an old idea, the passenger's perspective; this new interest stems from recognizing that transit service quality should be characterised, measured, and managed by parameters capturing both passenger and transit operator perspectives. However, although the selected parameters are user-oriented in their input, the output may not be as user-oriented as considered, and the number or the percentage of passengers is often neglected. As a result, the findings are often misleading because the perspectives of transit operators dominate. Therefore, academics and practitioners must rethink their strategies of quality analysis of public transportation by stressing more on the role of passengers. These challenges are addressed in this paper with a practical, simple, and holistic framework, for Transit Quality (TRANSQUAL). This framework provides for the involvement of all stakeholders in the characterisation, measurement, and management of the stages of quality monitoring, which is jointly analyzed at different planning levels. In the characterization stage, the framework supports the selection of parameters to be monitored. The measurement stage sets and measures four quality areas in terms of percentage of passengers who expect a predefined level of service, for whom the service is designed, who receive the planned service, and who perceive the service as delivered. The management stage computes the differences between these percentages, points out criticalities, and recommends corrective actions. These stages are investigated in-depth, integrated, and discussed in a real-life case study.