Monsuur Enoch Quddus Meek trains, stations and perceived rail quality TRR corrected 15 3 2017.pdf (220.9 kB)
0/0

The impact of train and station types on perceived rail service quality

Download (220.9 kB)
journal contribution
posted on 01.06.2017 by Derek Monsuur, Marcus Enoch, Mohammed Quddus, Stuart Meek
This paper aims to highlight the impact of train and station types in the evaluation of service quality, whilst taking account of a range of relevant trip and socio-demographic factors. It applies a partial constrained proportional odds model (an extension of ordered logit model) to data extracted from the 32nd wave of the National Rail Passenger Survey (NRPS) held in spring 2015, which comprises around 30,000 trip-level observations of passenger satisfaction of rail services across Great Britain. The results indicate that the impact of train types on service quality is significant. Thus, for type of train services the modelling results indicate that high speed rail, long distance, inter urban rail and especially open access operators are more likely to lead to satisfied customers compared to commuter and rural railway services. For stations, users of the smallest station category are more likely to be satisfied than those of larger category stations, but other station types do not significantly impact satisfaction. Next, delays have a significant negative impact on satisfaction levels. Considering passenger segments, respondents in the oldest age category are more likely to be satisfied compared to respondents in the youngest age category and commuters are less likely to be satisfied compared to respondents on a business or leisure trip. Overall these results show how TOCs (Train Operating Companies) might best focus their efforts on improving passenger satisfaction according to train type, station type, and trip stage and/or user segment.

Funding

The authors acknowledge Transport Focus for delivering the NRPS data. This research was funded by a grant of the UK Engineering and Physical Sciences Research Council (ESPRC).

History

School

  • Architecture, Building and Civil Engineering

Published in

Transportation Research Record

Volume

2648

Pages

51-59

Citation

MONSUUR, F. ... et al, 2017. The impact of train and station types on perceived rail service quality. Transportation Research Record, 2648, pp.51-59.

Publisher

© National Academy of Sciences

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Acceptance date

31/12/2016

Publication date

2017-01-01

Copyright date

2017

Notes

This paper was accepted for publication in the journal Transportation Research Record, and the definitive published version is available at https://doi.org/10.3141/2648-06

ISSN

0361-1981

Language

en

Exports

Logo branding

Keyword(s)

Exports