Details:

Alternative Title:
Tool development to evaluate the performance of intermodal connectivity (EPIC) to improve public transportation : phase 2.
Creators:
Yoh, Allison ; Smart, Michael ; Wong, Norman ; Iseki, Hiroyuki ; Taylor, Brian D.
Yoh, Allison ; Smart, Michael ; Wong, Norman ; Iseki, Hiroyuki ; Taylor, Brian D. Less -
Corporate Creators:
University of California, Los Angeles. Institute of Transportation Studies
Subject/TRT Terms:
[+]
Local Transit Stations Public Opinion Software Surveys Terminals (Transportation)
Publication/ Report Number:
CA13-1230
Resource Type:
Tech Report
Geographical Coverage:
California
Corporate Publisher:
California. Dept. of Transportation. Division of Research and Innovation
Abstract:
In previous phases of this research, we developed a methodology for surveying transit riders about their levels of satisfaction and how

important they find various attributes at transit stops and stations. We applied an Importance-Satisfaction Analysis to identify improvements

that matter most to riders. In this phase of research, we developed an online tool that allows transit agencies in California and across the U.S.

to replicate our survey methodology and analysis. The online application allows planners and analysts to download a copy of our survey, to

receive guidelines for administering the survey at transit stops and platforms, and to enter and upload their collected survey data. The tool

then provides an individualized analysis of the data so that transit agencies can evaluate the performance of their own stations, and identify the

most effective improvements needed to improve their riders’ satisfaction. This research-based program is ground-breaking in that it provides

an analysis of the relative importance of various improvements, using community-based input. The research methodology and its online

interface is important in three ways: (1) The analysis is scalable, meaning that it can be performed on a single transit stop, or on multiple

transit stops to evaluate performance at an aggregated, system-wide scale. (2) The analysis is intuitively clear and its policy implications are

tractable – the model provides a graphical representation of users’ levels of importance juxtaposed on top of users’ satisfaction levels, and

includes a number of attributes that are within the direct control of transit agencies. (3) The tool can assist transit agencies in evaluating which

amenities and service qualities are of greatest importance to riders and most in need of improvement. In short, it provides a clear indication of

how best to invest increasingly scarce transit resources to improve customer satisfaction in attributes that matter most to transit customers.


Format:
PDF
Funding:
TA-65A0267
Collection(s):
US Transportation Collection
Main Document Checksum:
[+]
urn:sha256:00c74f174feaf8411642add1eb207c3d05331c7b608cb731bbedf4e892e73181
Download URL:
https://rosap.ntl.bts.gov/view/dot/27675/dot_27675_DS1.pdf
File Type:

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