Table 2 Set of attributes and attributes levels in the SP experiment
From: Customer service quality and benchmarking in public transport contracts
Attribute | Interpretation of levels | Attribute | Interpretation of levels |
|---|---|---|---|
Reliability | on time | Info at the bus stop | on time |
5Â minutes late | 5Â minutes late | ||
10Â minutes late | 10Â minutes late | ||
Frequency | every 15Â minutes | Travel time | 25% quicker than the current travel time |
every 30Â minutes | same as now | ||
every 60Â minutes | 25% longer than the current travel time | ||
Walking distance to the bus stop | -same as -now | Bus stop facilities | bus shelter with seats |
5Â minutes more | seats only | ||
10Â minutes more | no shelter or seats at all | ||
Waiting safety | very safe | Fare | 25% more than the current one-way fare |
reasonably safe | Â | same as now | |
reasonably unsafe | Â | 25% less than the current one-way fare | |
Access to the bus | wide entry with no steps | Driver attitude | very friendly |
wide entry with 2 steps | friendly enough | ||
narrow entry with 4 steps | very unfriendly | ||
Air conditioning | available with no surcharge | Safety on board | the ride is very smooth with no sudden braking |
available with a surcharge of 20% on existing one-way fare | Â | the ride is generally smooth with rare sudden braking | |
not available | Â | Â | |
Cleanliness of seats | very clean | Â | the ride is jerky; sudden braking occurs often |
clean enough | |||
not clean enough |