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Evaluation of urban bus service quality in a medium-sized City: Case study Oviedo

Transportation Research Procedia, ISSN: 2352-1465, Vol: 71, Page: 22-29
2023
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Article Description

The negative effects of mobility, such as traffic congestion, greenhouse gas (GHG) emissions, pollutant emissions, and traffic accidents, are growing as urban travel patterns get more complicated. Promoting the use of public transportation (PT) has become one of the main policy objectives in most countries. To foster a change from private vehicle to PT, it is necessary first to identify the weaknesses and strengths of the PT system through the assessment of users’ perception of the services. This study focuses on the bus services of Oviedo (Spain), which can be considered a representative sample of a medium-sized European city. The analysis is based on a survey conducted on passengers to assess their satisfaction with the service and the factors affecting their valuations. A two-step procedure that combines a classification model (CART model) and Importance Performance Analysis (IPA) was used. Results showed that the attributes related to comfort, information, frequency, and schedule on working days are classified as -strong performers-. On the other hand, special attention should be paid to: ‘Service start/end time on holidays’ and ‘Frequency and schedule on holidays and weekends’, as they were identified as important attributes with weak performance. The methodology applied allowed us to identify the most important attributes for urban bus users and can serve bus operators in other European medium-sized cities to have a clear overview of where to allocate resources. Results showed that it is necessary to pay extra attention to the service during weekends and holidays.

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