Table 1 Demand side effects and their equivalence on the supply side
From: Customer service quality and benchmarking in public transport contracts
| Â | Dimensions of user perceptions | Operator specified measures |
|---|---|---|
Getting to the bus stop quality | ease, safe, time (distance), knowing where the bus stop is | frequency, availability of bus shelter and seats |
Wait quality | wait time at stop, punctuality of bus | frequency |
wait comfort, wait safety | availability of bus shelter and seats | |
Trip quality | time to board a bus | frequency, % of low floor buses |
time to get a seat | number of seats available | |
moving to your seat | average speed, network shape | |
travel time | travel time | |
trip cost | fare | |
Vehicle quality | cleanliness | hours of vehicle cleaning/vehicle |
comfort of seats (types), spaciousness | percent of buses with cloth seats | |
temperature control (ventilation) | percent of buses with air conditioning | |
noise | visual surveillance | |
safety | average age of the fleet | |
modernity | wheelchair access (yes/no) | |
ease of use for those with disabilities | ||
Driver quality | appearance-helpfulness | years of driving experience |
money spent on driver training | ||
Information quality | pre-trip information | availability of timetable/destination signs |