Transit Capacity and Quality of Service Manual, Third Edition (2013) / Chapter Skim
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Pages 141-190
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1. User's Guide 2.
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Quality of service reflects the passenger's perception of transit performance. Organization of Chapter4.
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Transit Capacity and Quality of Service Manual, 3'd Edition Section 2 provides reference information not needed to apply the TCQSM's methods but which nevertheless have some bearing on them. The material on customer satisfaction research is provided for those readers wanting additional support for the TCQSM's selection of service measures.
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Transit-dependent riders rely on transit to meet basic mobility needs. Importance of good pedestrian and bicycle connections to transit.
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Transit Capacity and Quality of Service Manual, 3rd Edition supportive land uses around transit stops and stations also helps take full advantage of the quality of service provided at that location and can generate the ridership that supports even better quality of service. PERFORMANCE POINTS OF VIEW As the previous discussion suggested, transit service directly or indirectly affects many aspects of a community.
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Exhibit 4-1 Transit Performance Stakeholders, Interest Areas, and Performance Measure Examples Transit performance measures can reflect passenger, transit agency, motorist, and community points of view. Travel time overlaps the motorist and passenger points of view.
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Transit Capacity and Quality of Service Manual, 3'd Edition Motorist The motorist point of view includes measures of vehicular speed and delay, such as those routinely calculated for streets and highways using the Highway Capacity Manual (2)
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Transit Capacity and Quality of Service Manual, 3'd Edition 2. QUALITY OF SERVICE FACTORS Two important ways of identifying the quality of service factors that are most important to existing and potential passengers are (a)
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Transit Capacity and Quality of Service Manual, 3rd Edition NCHRP Project 3-70, "Multimodal Level of Service for Urban Streets" As part of the work to develop a transit level of service (LOS) measure for urban streets that could be directly compared to similar measures for the automobile, bicycle, and pedestrian modes, onboard surveys were conducted on bus routes with varying service characteristics (e.g., frequency, loading, reliability, amenity provision)
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Exhibit 4-3 Typical Values of Time for Different Types of Travel Transit Capacity and Quality of Service Manual, 3'd Edition VALUE OF TIME RESEARCH The Value of Quality: Transit Planning Context Ask most transit passengers how much their journey cost them and they will quote the price of their ticket. However, passengers also place a value on travel time and journey quality.
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Transit Capacity and Quality of Service Manual, 3'd Edition Trip Purpose and Mode As a general rule, modes that offer a higher speed or better quality of service attract passengers who value speed or quality more highly and are willing to pay a premium for those attributes. Trip purpose and mode of travel are key differentiators known to have an influence on in-vehicle VaT.
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Exhibit 4-5 Relative Values of Time for Different Stages of a Trip Transit Capacity and Quality of Service Manual, 3rd Edition Trip Duration Longer distance trips are generally agreed to attract a higher unit rate VoT. In other words, the longer the trip to be made, the more value the average passenger will place on reducing the travel time by a single unit of time.
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Transit Capacity and Quality of Service Manual, 3'd Edition Value of Quality In some cases, the influence of specific aspects of quality has such a significant influence on passenger perception that mechanisms have been developed for directly manipulating the journey stage multipliers to reflect differences in quality of service. In particular, crowding has a significant effect on the perception of time.
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Exhibit 4-7 Relationship Between Vehicle Crowding and Perceived Travel Time Exhibit 4-8 In-vehicle Time Equivalent of Bus Stop Amenities Transit Capacity and Quality of Service Manual, 3rd Edition 2.4 iU a 2.2 u |
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Transit Capacity and Quality of Service Manual, 3rd Edition Real-time Arrival Information Real-time information-whether provided through a display at a transit stop, by calling or texting an information service, or via a smartphone app-helps reassure passengers that their transit vehicle is on the way and can help them use their waiting time more efficiently: • A study of a transit information tool in the Seattle area (available by calling, texting, smartphone app, or online) found that, on average, users with real-time information reported wait times that were 30% lower than users without it.
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Is transit service available to a potential passenger? When service is not available, other aspects of service quality do not matter for a given trip.
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Transit Capacity and Quality of Service Manual, 3'd Edition these questions differently. Regular transit users familiar with the service may perceive transit service more favorably than non-users.
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Exhibit 4-10 Quality of Service Framework: FixedRoute Transit Exhibit 4-11 Quality of Service Framework: DemandResponsive Transit If transit service is located too far away from a potential passenger, transit use is not an option. Transit Capacity and Quality of Service Manual, 3'd Edition FRAMEWORK OUTLINE Aspects of transit availability and transit comfort and convenience that are (a)
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Transit Capacity and Quality of Service Manual, 3 'd Edition everyone. When transit service is not provided near one's origin, driving to a park-andride lot or riding a bicycle to transit service may be viable alternatives.
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Exhibit 4-13 Effect of Grade on Distance Walked Transit Capacity and Quality of Service Manual, 3rd Edition The walking times and distances to local bus stops can be at least doubled for rapid transit stations, where about 50% of walk-access passengers walk more than 0.5 mi (800 m) to the station (24-28)
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Transit Capacity and Quality of Service Manual, 3'd Edition Pedestrian Environment Even when a transit stop is located within a reasonable walking distance of one's origin and destination, the walking environment may not be supportive of transit. Studies of the relationship between urban form and walking have found that sidewalk availability, intersection density, and presence of retail are correlated with higher levels of walking to transit, while higher vehicle volumes and speeds and large parking lots around stations are associated with lower levels of walking (36-38)
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Transit Capacity and Quality of Service Manual, 3'd Edition • Safety and security-Pedestrians need to perceive that their route is secure and visible to other road users, particularly in the evening. Highway safety is also important, particularly when crossing busy roadways.
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Transit Capacity and Quality of Service Manual, 3rd Edition equipment, such as bike racks on buses, bike hooks in rail cars, and bike racks and lockers at transit stations. • Transit agencies have generally experienced few maintenance problems with their bicycle services.
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Exhibit 4-14 Onboard Bicycle Facility Examples Transit Capacity and Quality of Service Manual, 3'd Edition (a) LRT bike hook (Portland)
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Transit Capacity and Quality of Service Manual, 3'd Edition 100% WALK/ BIKE FEEDER BUS AUTOMOBILE 0%~ -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- ~ Increasing distance/decreasing density -- -- -- -+ Source: TCRP Report 153 (25)
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Transit Capacity and Quality of Service Manual, 3'd Edition ride facilities should intercept motorists in advance of congestion and before points of major route convergence. Sites near junctions of radial transit lines and beltways or major arterial roads can tap a wide catchment area.
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Transit Capacity and Quality of Service Manual, 3'd Edition • Informal park-and-ride lots are transit stops where motorists regularly drive their cars and leave them parked on the street or on an adjacent property. These are often more difficult to discern than lots officially connected with a transit stop.
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Exhibit 4-16 Illustrative Park-andRide Market Areas Transit Capacity and Quality of Service Manual, 3'd Edition 2.5 mi (4 km)
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Transit Capacity and Quality of Service Manual, 3'd Edition ridership significantly in the short term, it does benefit customer satisfaction, which may have long-term benefits ( 49)
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Exhibit 4-17 Components of a Long-Headway Transit Trip Transit Capacity and Quality of Service Manual, 3'd Edition arrival time at a transit stop or station. Exhibit 4-17 depicts the different elements involved in a long-headway transit trip.
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Transit Capacity and Quality of Service Manual, 3'd Edition knowledge of the trip's travel time reliability or the reliability of the transit agency's service in general, and the importance of arriving at the destination on time. This typically results in schedule inconvenience time, where the passenger arrives at the destination earlier than desired (51)
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Real-time information reassures passengers and lets them make informed choices. Transit Capacity and Quality of Service Manual, 3'd Edition • Audible announcements of stops and stations, train directions, fare zone boundaries, etc., which assist not only passengers with visual impairments, but also passengers unfamiliar with the route or area; • Visual displays to assist passengers with hearing impairments and to supplement on board announcements that may be muffled by other noise; • Transit agency staff, such as station agents at transit stations, or tourist information staff at visitor centers; • Telephone information, which can be provided by voice calls to a transit agency information line during business hours, automated phone menus available 24 hours a day, or by texting a short message to receive schedule or fare information; • Online information, available 24 hours per day to anyone with Internet access; • Smartphone apps, which can provide trip planning functions, fare information, and other kinds of transit information based on a person's current location; and • Transit infrastructure, such as shelters, signs directing motorists to park-andride lots, and bus stop signs that indicate the presence of service to people not currently using transit.
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Transit Capacity and Quality of Service Manual, 3rd Edition pattern of service denials is not allowed under the ADA for ADA service required as a complement to fixed route service. However, service denials can be and are used by general public demand-responsive transit providers as a means of rationing capacity to control costs.
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Factors affecting the reliability of transit service. Transit Capacity and Quality of Service Manual, 3'd Edition tend to run ahead of schedule.
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Transit Capacity and Quality of Service Manual, 3'd Edition Operational Control and Scheduling Measures to Improve Reliability A study of a short-headway tram line in The Hague, The Netherlands (56) compared schedule-based and headway-based holding strategies.
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Free parking at a worksite is a disincentive to transit use. Amenities: frills or necessities?
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Transit Capacity and Quality of Service Manual, 3'd Edition The types of amenities provided are generally related to the number of boarding passengers at a stop. Examples of transit amenities include the following ( 60)
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Transit Capacity and Quality of Service Manual, 3'd Edition 4. QUALITY OF SERVICE, RIDERSHIP, AND SERVICE COSTS Improving the quality of service can result in ridership growth, but it may also entail added costs.
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Transit Capacity and Quality of Service Manual, 3rd Edition suggests that improvements in hours of service can be as important as improvements in service frequency (50)
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Transit Capacity and Quality of Service Manual, 3'd Edition schedules, with new buses and/or reduced fares have been found to do particularly well in attracting new ridership (17)
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Transit Capacity and Quality of Service Manual, 3rd Edition QUALITY OF SERVICE AND SERVICE COSTS Costs Associated with Frequency Changes Operating costs are very sensitive to changes in frequency. All other things being equal (in particular, travel times or speeds)
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Transit Capacity and Quality of Service Manual, 3'd Edition 2. Using a larger vehicle while maintaining existing frequency.
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Transit Capacity and Quality of Service Manual, 3rd Edition 5.
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Transit Capacity and Quality of Service Manual, 3'd Edition 14. Fosgerau, M., K
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Transit Capacity and Quality of Service Manual, 3rd Edition 28. Schlossberg, M., A
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Transit Capacity and Quality of Service Manual, 3'd Edition 41. American Public Transit Association.
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Transit Capacity and Quality of Service Manual, 3rd Edition 54. Strathman, J.G., T.J.
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Transit Capacity and Quality of Service Manual, 3'd Edition 66. Kittelson & Associates, Inc.; Herbert S
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Transit Capacity and Quality of Service Manual, 3'd Edition APPENDIX A: EXHIBITS IN METRIC UNITS 100% ~- .....
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