Multi-Dimensional Assessment of Transit System Efficiency and Incentive-based Subsidy Allocation

Over the past several decades, contending with traffic congestion and air pollution has emerged as one of the imperative issues across the world. Development of a transit-oriented urban transport system has been realized by an increasing number of countries and administrations as one of the most effective strategies for mitigating congestion and pollution problems. Despite the rapid development of public transportation system, doubts regarding the efficiency of the system and financing sustainability have arisen. Significant amount of public resources have been invested into public transport; however complaints about low service quality and unreliable transit system performance have increasingly arisen from all walks of life. Evaluating transit operational efficiency from various levels and designing incentive-based mechanisms to allocate limited subsidies/resources have become one of the most imperative challenges faced by responsible authorities to sustain the public transport system development and improve its performance and levels of service. After a comprehensive review of existing literature, this dissertation aims to develop a multi-dimensional framework composed of a series of robust multi-criteria evaluation models to assess the operational and financial performance of transit systems at various levels of application (i.e. region/city level, operator level, and route level). It further contributes to bridging the gap between transit efficiency evaluation and the subsequent subsidy allocation by developing a set of incentive-based resource allocation models taking various levels of operational and financial efficiencies into consideration. Case studies using real-world transit data will be performed to validate the performance and applicability of the proposed models

Quality of service in public transport based on customer satisfaction surveys: A review and assessment of methodological approaches

The growth of literature in the field of quality of service in the public transport (PT) sector shows increasing concern for a better understanding of the factors affecting service quality (SQ) in PT organizations and companies. A large variety of approaches to SQ has been developed in recent years owing to the complexity of the concept; the broad range of attributes required to evaluate SQ; and the imprecision, subjectivity and heterogeneous nature of the data used to analyse it. Most of these approaches are based on customer satisfaction surveys. This paper seeks to summarize the evolution of research and current thinking as it relates to the different methodological approaches for SQ evaluation in the PT sector over the years, and provides a discussion of future directions.This study is sponsored by the Conserjería de Innovación, Ciencia y Economía of the Junta de Andalucía (Spain) through the Excellence Research Project denominated “Q-METROBUS-Quality of service indicator for METROpolitan public BUS transport services”

Urban rail transit passenger service quality evaluation based on the KANO–Entropy–TOPSIS model: the China case

In order to evaluate the URTPSQ (Urban Rail Transit Passenger Service Quality) comprehensively, find the shortage of URTPSQ, find out the difference between the actual service situation and the passenger’s expectation and demand,and provide passengers with better travel services, a passenger-oriented KANO–Entropy–TOPSIS (Technique for Order of Preference by Similarity to Ideal Solution) method is proposed and applied in this paper. Firstly, a KANO model is applied to select the service quality indicators from the 24 URTPSQ evaluation sub-indicators, according to the selection results, the KANO service quality indicators of URTPSQ are constructed. Then the sensitivity of the KANO service quality indicators based on the KANO model are calculated and ranked, the PS (Passenger Satisfaction) of each KANO service quality indicator by using the Entropy–TOPSIS method is calculated and ranked. Based on the difference between the sensitivity degree rank and the satisfaction degree rank of each KANO service quality indicator, determine the service quality KANO indicators of the URTPSQ that need to be improved significantly. A case study is conducted by taking the Chengdu subway system in China as a background. The results show that the Chengdu subway operation enterprises should pay attention to the must-be demand first, then the one-dimensional demand, finally the attractive demand. The three indicators, including transfer on the same floor in the station, service quality of staffs of urban rail transit enterprises,and cleanness in the station and passenger coach, need to be improved urgently. For the managers and operators of urban rail transit system, the passengers’ must-be demand should be satisfied first if the KANO model is applied to evaluate the service. The indicators with highest sensitivity degree and lowest TOPSIS value should be improved based on the KANO–Entropy–TOPSIS model. First published online 14 December 202

An integrated MCDM approach to evaluate public transportation systems in Tehran

Public transportation is one of the most important systems in transportation, especially in big and crowded cities. As a result, evaluation of public transportation systems is a strategic decision-making problem for both private and public sections. In this paper, the problem of public transportation passengers in Tehran is addressed and their satisfaction levels are assessed by using passenger satisfaction survey. An integrated MCDM approach is proposed for evaluation of public transportation systems based on Delphi method, group analytic hierarchy process (GAHP) and preference ranking organization method for enrichment of evaluations (PROMETHEE). The proposed model provides more reliable and realistic results and introduces directions for future improvements of public transportation service quality. A sensitivity analysis is applied to investigate the influence of criteria weights on the decision making problem. As a conclusion, the most important public transportation systems in Tehran orderly are: metro, taxi, BRT, bus and van. Therefore, Tehran Municipality and policy makers should encourage and support the previously mentioned systems

Airline Service Quality Analysis Using Integration of Fuzzy Servqual, PGCV Index, and TRIZ Methods in Indonesian Full-Service Carrier Airlines

The airlines in Indonesia consist of full-service carrier (FSC), medium service carrier (MSC) and low-cost carrier (LCC) category. FSC has some characteristics where the baggage policy is free up to 20 kg, available in food, beverages, magazines, entertainments such as audio and video, economic or non-economic flight classes, executive lounge facilities and classrooms, and seating spaces. Preliminary research conducted in one of the FSC airlines showed some consumers complained about customer satisfaction issues.  Based on these problems, the research objectives are to measure customer satisfaction of FSC airlines, to identify problematic service criteria with fuzzyservqual and PGCV index, and to design a system improvement using the TRIZ Method. The result of services quality measurement described that there are 12 criteria unsuitable for the passenger's expectation. The results of TRIZ analysis obtained suggest for improvement such as the placement of professional flight attendants when flying, providing support facilities such a waiting room to increase passenger convenience, placing expert staff for sympathetic information that can be accessed by passengers

Risk-based system to control safety level of flooded passenger ships

Predicting the consequences of flooding is a key issue that may help the ship master of a large passenger ship to make rational decisions in emergency situations. To this end, the Delphi Emergency Decision Support System (Delphi EDSS) has been designed and is under implementation to continuously assess ship's state of survivability. Analyses are performed by means of a time-domain simulation program, where transient stages of flooding are investigated and stored off-line for all the potential damage scenarios. The Delphi EDSS evaluates the ship risk level including the most important aspects related to safety state while establishing the time-to-capsize which is of primary concern for the safe evacuation of the damaged ship. The methodology is based on a scientific approach, setting an overall platform for rational assessment of non-survivability risk. Determination of the global risk level and its components requires solution of a multicriterial problem, where the level of importance of each criterion contributing to determination of a global risk index is combined with fuzzified contributors to risk calculated at lower levels

Applications of Fuzzy Analytic Hierarchy Process in Urban Mobility System

Importance of urban mobility system is increasing from year to year. This is the reason why decision making process is increasingly complex requiring taking into account more and more different criteria. One of the important and commonly used techniques that support decision making processes is Analytic Hierarchy Process (AHP) while for the purpose of supporting a more realistic way of decision making, fuzzy logic is used. The paper examines the use of fuzzy analytical hierarchy process (FAHP) in the urban mobility system. With the use of systematic literature review (SLR) it categorises peer reviewed journals’ articles related to the applications of FAHP in urban mobility system and extracted from Scopus and Web of science database, and analyses them methodologically. Papers were classified based on basic attributes of research papers, features of urban mobility system (UMS) where the FAHP was used, and use characteristics of the fuzzy analytic hierarchy process (FAHP). The results of this study indicated that the use of FAHP in urban mobility system is increasing with the first published paper in 2009. Our review has found that FAHP is used for very different purposes such as evaluation of customer expectations or citing a selection problem. Most often it is used in combination with other methods. Interestingly, there is only one paper that uses FAHP for decision making in the whole urban mobility system

An evaluation methodology for the level of service at the airport landside system

A methodology is proposed for evaluating the level of service within an airport landside system from the passenger's point of view using linguistic service criteria. The new concept of level of service for a transport system, particularly within the airports indicates that there must be strong stimulation in order to proceed with the current stereotyped service standards which are being criticised due to their being based on, either physical capacity/volume or temporal/spatial standards that directly incorporates the perception of passengers, the dominant users. Most service evaluation methodologies have been concentrated on the factors of the time spent and the space provided. These quantitative factors are reasonably simple to measure but represent a narrow approach. Qualitative service level attributes are definitely important factors when evaluating the level of service from a user's point of view. This study has adopted three main evaluation factors: temporal or spatial factors as quantitative measurements and comfort factors and reasonable service factors as qualitative measurements. The service level evaluation involves the passenger's subjective judgement as a perception for service provision. To evaluate the level of service in the airport landside system from the user's perception, this research proposes to apply a multi-decision model using fuzzy set theory, in particular fuzzy approximate reasoning. Fuzzy set theory provides a strict mathematical framework for vague conceptual phenomena and a modelling language for real situations. The multi-decision model was applied to a case study at Kimpo International Airport in Seoul, Korea. Results are presented in terms of passenger satisfaction and dissatisfaction with a variety of different values