Quality of Service and Customer Satisfaction on Arterial Streets: Final Report

Details

• Alternative Title:
  Quality of service and customer satisfaction on urban arterials
• Corporate Creators:
  Science Applications International Corporation ; George Mason University ; John A. Volpe National Transportation Systems Center (U.S.)
• Corporate Contributors:
  United States. Department of Transportation
• Subject/TRT Terms:
  • Arterial highways
  • Drivers
  • Intelligent transportation systems
  • Customer satisfaction
  • Attitudes
• Resource Type:
  Tech Report
• Geographical Coverage:
  United States
• Corporate Publisher:
  United States. Department of Transportation
• Abstract:
  This report presents the results of a qualitative study of driver perception of quality of service (QOS) on urban arterial streets. The purpose of the study was to identify the factors that are important to drivers of personal automobiles (non-commercial) regarding the quality of their driving experience. The study used an in-vehicle, on-the-road methodology in which drivers drove their own vehicles and talked out loud about the driving experience. This method provided the opportunity for drivers to respond to events as they occurred during the drive and to express their reactions to actual roadway elements and circumstances. Participants also completed a written survey after the drive about the relative importance of roadway, operational, and environmental conditions on urban arterials.
• Format:
  PDF
• Download URL:
  https://rosap.ntl.bts.gov/view/dot/4330/dot_4330_DS1.pdf
• File Type:
  [PDF - 1.76 MB]
• Collection(s):
  Volpe Center ; ITSJPO Digital Library
• Main Document Checksum:
  urn:sha-512:41dc70542de3a1e5ec09c21b4b39a2af6a2e062e5f4f11ba3b331c880c32f03d3122a904520c5c4110bd1d1c74f2a6384ee852587661cb1a042abd8dca7dc569