Conducting a Survey to Develop a Technique for Assessing the User-Perceived Quality of Transport Services

Increasing the efficiency of road transport infrastructure investments is directly related to how road users perceive the quality of transport services. A full analysis considers road users and all modes of travel. Utilizing the level of transport service concept What helps define all the characteristics of an urban transit system while paying equivalent attention to all modes of travel? The described stage of the study included the identification of service quality objective characteristics, subsequently supplemented by an expert survey and a user survey. The user survey provided data on the number of segments identified along the route for all modes of travel. Once processed, the data were used to structure service quality indicators for traveling by private car, public transport, on foot, and by bicycle. The significance of each criterion was determined among experts and among users. The criteria affecting the quality of transport service were defined and arranged in four blocks. These can be used as a basis for developing a QOS measuring technique. Weights for all the criteria under consideration were determined. Data were obtained on the number of segments identified along the path of travel.