Throughout this study, five evaluation criteria of transit stop and station attributes drawn from the transfer penalties causal framework were used:
1) Access,
2) Connection and reliability,
3) Information,
4) Amenities, and
5) Security and safety.
This classification helped to identify how different types of improvements at transit stops and stations can affect people’s travel behaviour through transfer penalties and, thus, affect transit system use.
The study undertook two analyses to understand the survey data. The first analytical method, Importance-Satisfaction Analysis, allowed the researchers to identify the priority that users place on improving the various facility attributes and allowed them to make recommendations that would maximize the impact that new investments have on customer satisfaction by emphasizing improvements in those areas where the level of satisfaction is relatively low and the perceived importance of the issue is relatively high. In the second part of the analysis, the study undertook Correlation Coefficient Analysis to examine which attributes at transit stops and stations measured in the inventory are related to the satisfaction level of transit users.
In summary, the study found that improvements of
1) Service quality (i.e. good connection and reliability) and
2) Personal safety and security are much more important to transit users than physical conditions of transit stops and stations. In addition, while the analysis showed the highest need for improvement in the amenities category, transit agencies do not always have jurisdictional authority to change the physical aspects of the transit stations and stops.
The study found that the passenger’s level of satisfaction with attributes in the categories of connection, reliability and safety and security significantly affect the passenger’s overall satisfaction level with a transit stop or station. The study also found that satisfaction with attributes related to access and information were important determinants of overall satisfaction. On the other hand, none of the variables related to amenities were found to be important in determining overall satisfaction levels. This is not to say that such amenities are not important to travellers – a public restroom, cleanliness, and ease of navigation – are important, but travellers prefer safe, frequent, reliable service over these factors.
Three important findings are:
1) Both intermodal and intramodal transfers should be included in the study of transit stops
2) Attributes in the operation and management aspects as well as attributes of the physical environment should be included in the evaluation of transit stops
3) Evaluation methods can be either qualitative or quantitative or both.
This study will assist the Authorities, Implementation Agencies, Planners, related entities, transit operators, and other stakeholders in understanding which attributes of transit stops are important to users, operators, and communities. It evaluates interconnectivity issues pertaining to travel and identifies opportunities for improving transportation systems. It will also prove to be valuable resources in the planning for and design of new facilities or enhancement modifications to existing transit stops. Collectively, these will translate into direct economic benefits through more efficient and more effective use of available funding.
Rahul Tiwari Senior Urban Transport Officer Urban Administration and Development Department Madhya Pradesh
Rahul Tiwari has more than six years of research and consulting experience in transportation planning, traffic engineering, and public transportation. He was involved in the Transportation and Pedestrian Master Plan for the Indira Gandhi International Airport, New Delhi.