Bus rapid transit service quality analysis : a case study of Hefei

Abstract

BRT (Bus Rapid Transit) system is a newly developed urban transit mode. It was introduced into China market and achieved speedy development in the last decade. Until now, more than 20 cities have already established their own BRT system and put into operation. However, public transport operators in China cities do not give enough attention to the quality of service provided by the BRT system. As a consequence, lack of attraction is one of the major barriers for BRT system widely development.

In this situation, this study established a framework for BRT service quality analysis and applied it in Hefei BRT Route 1. This framework integrates both objective and subjective scenario. In subjective scenario, a customer satisfaction survey is conducted for BRT passengers. In the survey, customers’ satisfaction levels towards different aspects of BRT service and their travel characteristics are collected. With the results of data analysis, objective measurement is followed. Objective measurement focuses on service performance measurement. Such measurement is based on criteria for public transit level of service. Combining the results of the customer satisfaction survey and site observation, a comprehensive assessment of a transit system’s quality of service can be conducted.

By analyzing the BRT system’ service quality, improvement recommendations to current BRT system in terms of BRT running way, BRT station, BRT vehicle and BRT operation system are proposed. Additionally, for better BRT service evaluation, special criteria for level of BRT service are required in future research.