Gender-based analysis of Zones of Tolerance for transit service quality considering intelligent transportation system

Farzad Arabikhan, Maria Nadia Postorino, Ariane Dupont-Kieffer, Alexander Emilov Gegov

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Abstract

Quality service of public transport is an important issue in transit systems as users’ needs and expectations have great relevance in transit modelling and implementation. This explanatory study examines young men and women’s expectations and perceptions regarding the transit quality of service by using the concepts of Zone of Tolerance (ZoT) and adequate and desired levels of service. Due to the critical role of Intelligent Transportation Systems (ITS) in public transport service enhancement, specific dimension, which reflects users’ perceptions and expectations over ITS, are also considered. ZoTs for men and women are obtained separately and the results show interesting differences, particularly women’s minimum acceptable and desired levels are higher than men and they have relatively bigger ZoTs.
Original languageEnglish
Pages (from-to)73-80
Number of pages8
JournalTransportation Research Record: Journal of the Transportation Research Board of the National Academies
Volume2541
Issue number3
DOIs
Publication statusPublished - 1 Jan 2016

Keywords

  • Public transport
  • Service Quality
  • SERVQUAL model
  • Gender-based analysis
  • Adequate, Desired and Perceived level of service

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