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A Strategic Approach To The Transportation Planning Process, Edward A. Mierzejewski
A Strategic Approach To The Transportation Planning Process, Edward A. Mierzejewski
Journal of Public Transportation
The underlying premise of the urban transportation planning process is that we can forecast the future. The process typically develops 20-year forecasts of traffic volumes on each link of the transportation network. Planners then attempt to devise a master plan that represents an optimal solution for the forecasted conditions. The reality is that we cannot predict the future. Imponderable and unpredictable events will shape the future in ways we cannot hope to anticipate. In addition, social and political bias is a strong contributor to errors in anticipating future events and to our willingness to deal with uncertainty. This paper identifies …
Perceived Service Quality Attributes In Public Transport: Inferences From Complaints And Negative Critical Incidents, Margareta Friman, Bo Edvardsson, Tommy Garling
Perceived Service Quality Attributes In Public Transport: Inferences From Complaints And Negative Critical Incidents, Margareta Friman, Bo Edvardsson, Tommy Garling
Journal of Public Transportation
A sample of 200 complaints filed to a public transport company and 210 negative critical incidents (NCIs) obtained from on-board interviews were analyzed with the purpose of inferring perceived service quality (PSQ) attributes of public transport. The most frequent complaints and NCIs concerned employee behavior and punctuality, followed by missing or inaccurate information and inadequate planning. In a follow-up mail survey, a representative sample of 997 respondents reported if they remembered having experienced prototypical NCIs constructed on the basis of the complaints. Confirming the validity of the inferred PSQ attributes, all NCIs were reported to have been experienced by at …