Advancement of Public Transport Service in Bitola

TEM Journal. Volume 6, Issue 1, Pages 53-63, ISSN 2217-8309, DOI: 10.18421/TEM61-08, February 2017.

Nikola Krstanoski 1, Vaska Atanasova 1, Beti Angelevska 1

1 Faculty of Technical Sciences, Makedonska falanga 33, Bitola, Macedonia

Abstract – Considering that public transport should in Bitola is very difficult because its problems were provide availability, timeliness, convenience and neglected and ignored for a very long period. This effectiveness in service offered, concrete solutions for attitude toward public transport has resulted with optimization of the public transport service in the town degradation of service quality, decrease of the of Bitola, Republic of Macedonia, are proposed. These number of users, aging of the fleet vehicles, financial proposed solutions, i.e., two new public transportlines, exhaustion of the operators and with their connecting suburban areas with the town’s centre are projected to coverthe entire territory of the town. unavailability for investments and advancement of Their implementation will provide regular, frequent the service [3]. All these reasons, and especially the and price competitive, well connected public absence of any kind of support from the state and transportnetwork. By implementing these solutions local authorities, contributed for the present situation. public transport will have a possibility to become a Therefore, the public transport service is far behind part of the modern qualitative way of urban life, and compared even with public transport service thus to contribute for sustainability in urban transport. available for the citizens in Macedonian capital city.

Keywords – Public transport, lines, service. This situation imposes the need for in-time and organized resolving of the public transport problems 1. Introduction that obstruct its functioning. Therefore, in this paper, at first, the current situation in the public transport in The promotion of public transport as a backbone of Bitola is presented, identifying operational problems urban mobility, or at least as an alternative to the and problems with service quality. Then, as a dominance of the automobile, has become a solution, two new lines of public transport are prominent policy focus in most cities around the proposed in order to contribute for the expansion of world. However, while some cities have been its service at the whole urban area.Implementation of successful in shifting car journeys onto public proposed lines has potential to overcomeproblems transport, others are struggling despite considerable that characterize the current situation. Hence, the effort to make public transport more attractive [1]. needs of the citizens for available, convenient, safe Among the last ones, the town of Bitola could be and environmental clean transport in the town can be included. solved with qualitative public transport, which will Public transport isparticularly important part of the provide effective high capacity transport and sustainable urban transport system [2]. But, public competitiveness in price. transport attractiveness depends of the quality of The purpose of these proposed solutions is directed service offered at the entire territory of the urban as a support to the fact that public transport has the area. The current situation with the public transport greatest potential for solving the transport problems in urban areas [4]. At the same time, public transport represents a key factor for achievement and DOI: 10.18421/TEM61-08 realization of economical, ecological and social aims https://dx.doi.org/10.18421/TEM61-08 [5]. This priority in promotion of public transport Corresponding author: Beti Angelevska, contributes to its involvement in the initiatives for Faculty of Technical Sciences, Bitola, Macedonia sustainable mobility, making the private car to be a Email: [email protected] second choice. In that way, public transport will accentuate itself as a key component in the policies © 2017 Nikola Krstanoski, Vaska Atanasova, for sustainable urban transport, contributing to the Beti Angelevska; published by UIKTEN. This work is decrease of life quality degradation [6]. licensed under the Creative Commons Attribution- NonCommercial-NoDerivs 3.0 License. The article is published with Open Access at www.temjournal.com

TEM Journal – Volume 6 / Number 1 / 2017. 53 TEM Journal. Volume 6, Issue 1, Pages 53-63, ISSN 2217-8309, DOI: 10.18421/TEM61-08, February 2017.

2. Public transport in Bitola - current situation With additional analysis of the zonal map (figure and problems 2.), it can be noticed that suburban areas have minimal or insufficient service, provided only by one 2.1. Analysis of the current situation line, for instance, suburban areas (traffic zones 4, 7, 8, and 11). Parts of the town don’t have any service Public transport in Bitola is performed by nine of public transport at all (traffic zones 1, 2, 3 and 6). licensed private operators. The current public In the town’s road network, public transport transport service in the urban area of the town is vehicles use the same traffic lanes together with other presented with four urban lines (figure 1). vehicles, respecting the traffic signal system which is

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^ U L A K O V S K I - out-of-date vehicles in public transport fleet (with an average age of the vehicles of 21 Figure 1. Current lines in the public transport years), and inappropriate technical

characteristics of the buses As can be seen from figure 1., public transport in - too long travelling time for the users to the bus Bitola is performed only by round lines. As a stops (distances above 500 metres) consequence, the current situation is characterized - poor bus stops infrastructure with unsteady service of public transport. Namely, - absence of real-time information system for the using only round linesnetwork, a frequent service passengers at the bus stops, as well as for the only in one part, or in this case only in central area of passengers in the vehicles the town, is provided. - absence of coordinated schedules (itineraries)

for all operators and absence of unique tariff

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V O O D T S A D O N P U^ILI[TE G I A \ M G 4 R K J M A E E L N S ^ A I E K . I S L PARKING D A L I V D Medicinski Centar I M Domestika A K ^ A S B S ^ E N O S T I I S V L K R E A B R T N V I B R A ^ I E V N A S K A N K I U.D Mirka O S D V S K S Zarazno oddelenie A N Molikeks K I A E SPORTSKA SALA Ginova E S E Kiro Dandaro L V T A A K O N E L A S T I D N P A P E N N O E T C TEHNI^KI FAKULTET A V S N I BORIME^KA 2.2. Categorization of the problems in the public K A P I E S E Fustelarko Borec T T I I K T A Replek O R S N P U B Sju Rajder S I S T E E R A N S A T I B

P O A A A S T N . N U D E N R T S K E P O BEN Z IN SKA ST U DEN A S P Makedonija staklo I T SKI D OM M J S A S TUDE NTSK I DOM O RTSK I TE RENI U T V PU M PA 7 N E @ A I O S N N P K T ^ A A V P A E S I I V TOBUS KA K K S N K S K A O T O N A I I ^ A A STANICA L V V E P S L A S K K A K T I T S V O N I U T @ ELEZNI^KA O Kapri D O R V E S N

K S N N STANICA E Distribucija A K I R Bitolska pivara I I ^ T D I K S B S R U V T K A S e l o O A T N S R Granit menza S A P O E [ E V O P L . A O

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D C M.Z. P S e l o KU O M R L OV E E C V S

K I categories. These categories arise from the fact that 11 technical efficiency cannot be analyzed Figure 2. Traffic zones in the town of Bitola (total of 13 independently of the institutional or regulatory zones) constraints [7]. The precise identification of the problems presented next is a key element for their solution and also for creating the future policies for public transport development.

54 TEM Journal – Volume 6 / Number 1 / 2017. TEM Journal. Volume 6, Issue 1, Pages 53-63, ISSN 2217-8309, DOI: 10.18421/TEM61-08, February 2017.

2.2.1. Organizational problems situation. This has major impact on the poor condition of the fleet and low service quality. Hence, For the last two decades, several European for many years operators are working with financial countries have been implementing significant exhaustion, with high fuel prices and high prices for changes in the organizational and regulatory maintenance of old vehicles, without any kind of frameworks of their local public transport systems. support from national or local authorities. These reforms, promoted by the European Commission (European Commission, 2005), aim at curbing the decline of the sector, restoring economic 2.2.3. Problems with the service quality efficiency, and improving the quality of the service in a context of severe public budget constraints. The Over the last few years, public operators have hypothesis underlying these policies is that gradually focused on service quality and customer organizational and regulatory settings affect satisfaction [10]. This strategy is very profitable for performance [7]. both the operators and the customers. An Organizational problems in the public transport improvement of the supplied service quality can refer to the way of definition of the market of attract further users. This fact could resolve many services. In Bitola, public transport is performed only problems (e.g., helping to reduce traffic congestion, by private operators, meaning that there is an absence air and noise pollution, and energy consumption) of public company for this service. But, the offered because individual transport would be used less [10]. service is degraded because of the direct competition Service quality is a measure of how well the between private operators themselves. service level that is delivered matches customer Public operators have a tendency to provide a expectations. Service quality is an abstract concept service only in the central part of the town, where the that is hard to be defined, and in practice, often used number of users is the greatest. Besides this, there is interchangeably with satisfaction [11]. However, the an absence of coordinated itineraries in their service. differences between both variables have been Referring ticket price, there isn’t a difference clarified in the literature - service quality is more between different operators. However, because specific and related to cognitive judgments while public transport is not functioning as a unique satisfaction is more holistic and associated with system, those passengers which have monthly ticket affective judgments [11]. at one operator, cannot use buses from other Additionally, for this reason, the development of operators with the same ticket. techniques for customer satisfaction analysis is Hence, for public transport to fulfill its role it must necessary. These techniques will allow the critical function as a unique system with unique and aspects of the supplied services to be identified and coordinated itineraries and unique tariff system [8]. customer satisfaction to be further increased [10]. As long as this condition is fulfilled, it is less Maintenance of the service quality should be the important whether there are one or more operators or base for competition in the public transportmarket whether the operators will have private or public [12]. ownership. Activities such as measuring service quality are necessary for proper organization and functioning of 2.2.2. Financial problems public transport [12]. The modeling results from the research reveal that users would derive a benefit from As a result of the conflict between the need to an improvement in service reliability and a reduction provide optimal quality of the transport service from in crowding [13]. one side, and real transportation expenses from The quality of public transport service includes another, there is a necessity for subsidies in the more elements, which obtained different significance public transport [9]. Subsidies will cover the percentages from the passengers during the difference between the real price of transportation assessment processes (diagram 1). These data and the average ticket price. originated from the Traffic study for the Bitola town The current situation in the public transport in 2010/11, prepared by the Faculty of Technical Bitola is a rare example of absence of subsidies in the Sciences in Bitola [3]. As a part of this study, on public transport. Operators themselves pointed out December 12, 2011 interviews were conducted at 11 that until 1994 they received subsidies, butsince then bus stops at all lines in the urban area with 1421 they haven’t received any financial help from surveyed citizens in total. national or local authorities for improvement of their

TEM Journal – Volume 6 / Number 1 / 2017. 55 TEM Journal. Volume 6, Issue 1, Pages 53-63, ISSN 2217-8309, DOI: 10.18421/TEM61-08, February 2017.

50 2.2.4. Problems with the absence of integrated transport 40 policy 30 20 An integrated transport policy has a number of 10 possible objectives, such as: economic efficiency, 0 environmental protection, safety, accessibility, sustainability, economic regeneration, equity, finance, practicability and other [15]. In order to approach these objectives for integrated urban transport policy, the town primarily must solve the problem with taxi transport [3]. In Bitola there is Diagram 1: Significance of the elements defining the a deformity in the market of passenger transport quality of the service caused by the high number of registered taxi-drivers from one side, and even higher number of 60 unregistered and illegal taxi-drivers from the other side. This group of illegal taxi-drivers works without 50 any responsibilities to the state, taking a large part of 40 the passengers, who will otherwise use public 30 transport to reach their destination. Therefore, this 20 kind of taxi-drivers is disloyal competition to the public transport. The total number of taxis is 256. 10 Although public transport operators are united in 0 an informal association, so far it hasn’t hada concrete 1 2 3 4 5 opportunity to do something for the advancement of service degree the poor condition in public transport. Diagram 2: Total apraisal of the service quality (1 – For the future, based on developed policy for bad, 5 - excelent) sustainable urban transport, it may be a good idea to take into consideration to providea priority for public It is evident that very bad working conditions in transport vehicles at signalized crossroads [12]. the public transport contributed for low level of These priority measures should be introduced at service quality (48% of the users gave an appraisal of those parts of the transport network where congestion 3, diagram 2). Public transport operators have is frequent. For Bitola, there are a few crossroads in problem with the regularity and punctuality in the centre that have congestion during peak hours. service, which are at insufficient level (and according to the interviews they are the most significant for the 2.3. Direction for the development of the public users with almost 50%, diagram 1). Also, there are transport problems with the maintenance of the itineraries, travel time is too long, the passengers are unsatisfied Previously explained categories for problems in with the comfort in old vehicles, there is insufficient the public transport could serve as a basis for information, and equipment of the bus stops is at a definition of a series of activities. They will allow the very low level. Therefore, the results from the bus- development of a public transport customized to the stops interviews referring service quality were needs and priorities of the operators, aswell as to the disappointing. requirements of theusers [14]. Providing service quality in the public transport is of exceptional significance for realization of the 2.3.1. Needs and priorities of the operators purposes in the public transport. Only a qualitative An activity of primary importance is the sound public transport may attract more passengers, identification of all attributes of the public transport contributing in this way to decrease in the use of [14]. Although a basic knowledge might exist, each private cars for urban journeys [8]. operator hasits own characteristics and particularities Nowadays, many large and medium size public that require different approach. Here, the goal is transport organizations and operators apply quality tocollect and analyze all the necessary information control systems, accompanied with scientific and about the network, the infrastructureand any other technological aid. In the long run, such initiatives operational element that will shed light to the may contribute to attract more customers and services. facilitate the economic viability of organizations [14].

56 TEM Journal – Volume 6 / Number 1 / 2017. TEM Journal. Volume 6, Issue 1, Pages 53-63, ISSN 2217-8309, DOI: 10.18421/TEM61-08, February 2017.

2.3.2. Analysis of the experience of similar European together with the suburbs). But, to achieve organizations competitive transport, apart from the wide urban coverage and availability for higher number of users, It is advisable to take advantage of the experience public transport must improve its regularity, of similar public transportoperators with long punctuality and comfort [8]. experience in the implementation of quality control In many countries today, major investments are programs.Their know-how and experience will being made in public transport systems in order to provide valuableinformation for the quality control make them more competitive with other means of programs applied [14]. transport, most notably private cars [16]. New services are being developed and old ones are being 2.3.3. Customer satisfaction/dissatisfaction survey improved. However, an increase in supply

(qualitatively or quantitatively) will not A customer satisfaction/dissatisfaction survey is automatically lead to a corresponding increase in another important activity that shouldbe conducted in demand and satisfaction. To make sure that order to identify the priorities, expectations and investment really attracts the existing and potential degree of satisfactionof the passengers regarding the customers expected, knowledge of satisfaction transport services. In such surveys, the passengers should provide policymakers and operational provide the importance and satisfaction given in a managers in the public transport system with series of quality and operational attributes of the valuable information. In particular, satisfaction transport system [14]. By applying the appropriate studies can provide decision makers with information methods those attributes that are important and do about what customers consider important, as well as not perform satisfactorily could be derived, always information about how the existing public transport according to the passengers’ opinion. service is perceived as performing in these 2.3.4. Pilot quality control program - Quantification of dimensions [16]. indicators of high priority To summarize, satisfaction is increasingly being put forward as a key to the future development of An activity that can be proved fundamental is the public transport, both in theory and in practice [16]. quantification of specific indicators that are of The proposed solutions, e.g., two new lines highpriority for the local operator [14]. This is a kind respectively, could contribute for improvement of of pilot program and uponconclusion, an appraisal of satisfaction of the users [3]. Also, they are expected theresults of the priority indicators can be made in to be functional from several aspects. The current order to make adjustments and refinements for transport network in the town of Bitola supports thefuture quantification of these and other indicators. these solutions, because there isn’t a need for complex constructive changes. Also, there is the aspect of the supply with optimal public transport 3. Proposal for new lines in public transport service, covering the entire territory of the town. Hence, the changes in public transport in Bitola The quality of the service in the public transport is should not stop only with eventual implementation of a key factor for realization of modal transfer from this proposal. In order to assess its strength and private motorized transport to sustainable ways of weaknesses, a further research studies for the transport [9]. Analysis of the current situation has customer satisfaction are recommended. showed the need for implementation of changes in the public transport, in order to achieve effective, 3.1. Data analysis available and in-time service for every citizen in the town. Analysis of the data is performed considering the In the Traffic study for the town of Bitola 2010/11, data obtained from the interviews at the bus-stops in a zonal parking in the town centre was planned and 2011and additional data from the Traffic study for since 2013 has been implemented. As a result, a the town of Bitola 2010/11 [3]. decrease in the number of journeys by passenger car The obtained results from the interviews at the should be expected, but so far there isn’t any research bus-stops refer to the purpose of travel and frequency data. If the problem with unregistered taxi-drivers is of usage of public transport (diagram 3 and 4). going to be solved in the near future, these measures According to diagram 3, the biggest percentage have and improvements must be considerably followed by journeys to work and to school/faculty (20-22%). offered alternative as a replacement for the car. At From the respondents at the bus stops, the biggest first place comes public transport with a more part are regular users (34%), while lesser percentage qualitative service, which will cover the entire area (29%) refers to the periodical users (diagram 4). of the town of Bitola (central part of the town

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Furthermore, using the Traffic study, data for the [%] total number of journeys daily per family (diagram 5) 25 and data for the most used transport means (diagram 20 6) are used. According to the diagram 5 it may be concluded that every family in town on daily level 15 has numerous journeys (4 and 6 journeys, or 28% 10 and 31%). At the same time, as the most used 5 transport mean, a private car appears (41%), while 0 the use of public transport is at the third place with 18% (diagram 6).

none 3%

Diagram 3: Purpose of the travel above two six 21% 28%

[%] 40 six four 30 17% 31% 20

0 Diagram 5: Total number of journeys daily per family every day few times few times rarely per week per month

Diagram 4: Frequency of usage of public transport

The data from these interviews shows that there is a need for advancement and development of the public current service in the public transport, supported by transport walking 18% 23% the percentage of everyday usage of its services. The data from the Traffic study refers to the 14- hours counting of vehicles at 41 crossroads in Bitola. taxi byking The processing of the obtained data has provided 15% 3% results according to which an analysis of the motorcycle entry/exit journeys was performed for each traffic 1% zone separately (table 1). The data given in table 1.are needed to point out car the zones withhighest frequency in travelling, which 40% are later used for the projection of the trajectories of the newly proposed lines. As can be seen from the table, most entry-exit journeys are concentrated in Diagram 6: The most used transport mean the first, the second and the fourth traffic zone.

Table 1.Entry/exit journeys for traffic zones

Traffic I,II III IV V VI VII VIII IX X XI XII zone

Entry 17624 8367 11216 1701 1579 3976 1208 3242 6408 1291 1737 journeys

Exit 26102 5803 9112 2560 1782 3660 1156 3631 4126 1102 1874 journeys

58 TEM Journal – Volume 6 / Number 1 / 2017. TEM Journal. Volume 6, Issue 1, Pages 53-63, ISSN 2217-8309, DOI: 10.18421/TEM61-08, February 2017.

Hence, in general it may be concluded that apart from the high frequency in daily urban journeys of the citizens in Bitola, the public transport is not a dominant way of transport. This has been concluded from the total appraisal of the service quality, given from the users themselves.

All these data are used in the process of projection of the trajectories of new lines.

3.2. New diametric lines in the public transport network

Definition of the trajectories of new lines should be in accordance with the transport demand of the Figure 4. Parts of the town without public transport citizens [9]. Geodetic constellation and site service or serviced only by one line specificity of Bitola impose a specific road infrastructure which cannot be radically changed, but On the basis of current situation and analysis of the only partially modified and upgraded. Therefore, it is town’s coverage with public transport lines (figure necessary that the transport is managed and upgraded 4.), as well as on the basis of all relevant data according to the conditions imposed by the road (section 3.1), two new lines are proposed for infrastructure. introduction. Their introduction isapart from the This task is very difficult to conduct in practice. current lines in public transport, in order to obtain the However, apart from the round lines of public network of lines presented in figure 5. transport which are present at the moment, an introduction of diametric lines is proposed. Their It must be underlined that during the projection introduction indicates that public transport network is process of the trajectories, besides the interviews’ going to be transformed from circled (ringed) to results, a several limitation were taken into radial-ring network. consideration, especially referring to the geometric characteristics of the town’s streets, such as [3]:

- narrow cross profile, e.g., small roadway width, insufficient for buses to pass by with other vehicles, even in the situation when small-sized buses or minivans are used - big longitudinal inclinations make it impossible for the buses to have normal movement, especially during the bad weather conditions (ice, snow etc.) - small width of sidewalks or total absence of sidewalks, as well as an absence of larger free space between streets and buildings from both sides, so that in the case of public transport Figure 3. Radius of constellation of bus-stops line, the safe movement of pedestrians will be jeopardised In figure3., a constellation of the bus-stops in the - small width of sidewalks or a total absence of radius of 350 meters is presented [17]. This distance sidewalks, which limits the possibilitiesfor is optimal for medium-sized towns, in which Bitola locating the bus stops belongs (<100000 citizens). - small radius of some crossroads or street The analysis of the current situation has helped for curves with big longitudinal inclination, the creation of figure 4., in which the textured fields unacceptable for normal turn-over and with external red line represent town’s parts which manoeuvring of the public transport vehicles. don’t have public transport service [17]. Textured fields with external green line represent town’s parts Additional limitation not connected to the served by only one public transportline. geometrical characteristics of the streets, is current regime of traffic flows (one-way or two-way traffic flows). Because of that, at specific sections of the

TEM Journal – Volume 6 / Number 1 / 2017. 59 TEM Journal. Volume 6, Issue 1, Pages 53-63, ISSN 2217-8309, DOI: 10.18421/TEM61-08, February 2017. trajectories, the proposed diametric lines have a 3.3. Technical aspects ofthe projection process shape of round lines. These limitations have contributed to the shifting The newly proposed lines have need of minimal from the current coverage with public transport constructive changes, because they will use the service in Bitola (given in figure 4.), changing as current road infrastructure. At specific spots, in order well the first design of the trajectories of the newly to provide semi-circled turns of the public transport proposed lines. Hence, the previously mentioned vehicles at the end terminals, a constructive change is limitations were the main factors in the definition of needed (figure 6.). the final design of the lines in public transport [3].

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^ U L A K O V S K I The black circles in figure 5. represent the newly proposed bus-stops. Additional selection for new Figure 5. Proposed new lines in the public transport in bus-stops, or allocation of the current ones and Bitola proposed ones, will depend from the future changes

in the urban plans. Besides, the precise location of In the context of the proposed solutions for the bus-stops will be defined according to the data extension of the public transport service, figure for transport demand and frequency of the citizens in 5.presents two newly proposed lines. Dashed black these areas. But this is going to be a subject of coloris line planned to serve traffic zones 1, 2, 5, 7, 8, analysis in the future projects and strategies for 9 and 12. Full black color has the line which will development of public transport. serve the traffic zones 1, 2, 3, 6 and 7. Hence, this At specific locations, new lines could use projection of the line trajectories provides connection previously placed bus-stops which currently aren’t in between zones with the most entry/exit journeys function (fig. 7). Several of them could be easily (first and second zone) and zones which have poor modified for the higher safety of the pedestrians and public transport service. public transport users [3]. These proposed lines will provide connection between the central area of the town and the suburban areas which so far have been insufficiently serviced by public transport. Defined lines of public transport, extending the public transport network,should provide fulfillment of two basic functions: collection and distribution of passengers and their transport (in-time and frequent). What kind of compromise will be achieved between these two conflicted claims during the line definition depends from the number and distribution of passengers along the line, as well as from the journey length [9]. Figure 7. Former-bus stop included in new trajectories

60 TEM Journal – Volume 6 / Number 1 / 2017. TEM Journal. Volume 6, Issue 1, Pages 53-63, ISSN 2217-8309, DOI: 10.18421/TEM61-08, February 2017.

To provide unobstructed movement of the public 4. Acquisitions from public transport transport vehicles at proposed streets the problem development with street parkingneeds to be solved. The best option at specific streets is parking to be completely If the resultfrom the introduction of new lines is banned (fig. 8a,b). going to be an increased number of journeys by public transport and decreased number of journeys made by car then several acquisitions could be accomplished. The intention of implementing proposed solutions is to achieve a better quality in public transport. Hence, acquisitions for all the citizens, not only for the public transport users, could be manifested in the following forms [3]:

- achievement of sustainable modal distribution of journeys - diverse choice for the transport mode

- decreased congestion in the central area of the Figure 8a. Parked vehicles and unsafe movement of the town pedestrians - better connection between the peripheral areas and the central area of the town - availability of the service to higher number of users - environmental protection, referring lower noise and emission level, especially if apart from the decreased number of passenger cars at streets, minibuses use cleaner fuels - smaller need for capital investments intended to increase the capacity of the town’s streets and to build objects for car parking - possibility for the urban planners to dispose with more space that otherwise would have Figure 8b. Obstructed left turns because of the parked been reduced for the needsofmotorized traffic vehicles on the street and parking areas; wherewith they will have opportunity to design more friendly The trajectories of the new lines with small environment, where green areas and other changes can be easily adjusted to the changes in the livable contents will dominate. traffic flows regime (from two-way to one-way). Because of the lower range of some of the urban Further, the implementation and maintenance streets at which new lines will pass by, it is proposed quality of the new lines for public transport will for smaller public transport vehicles to be used, e.g., oblige public operators to [14]: minibuses. This could become an obligatory pre- condition because at specific sectionsthe road - assess the performance of the new services infrastructure doesn’t permit free movement of - take measures towards service improvement standard sized buses. - monitor the progress of the quality of its The final organization of public transport with all services in the future elements of the service (time interval, vehicle - better understand the needs and priorities of frequencies and number of vehicles at each line) the passengers depends from the results of the further analyses for - establish an effective communication and assessment of travel needs, travel demand, and cooperation between all partiesinvolved in the availability of public transport in the areas in which local transport system (operators, subsidiaries, this service is offered [3,9]. ministries,municipalities, etc.) - perform a customer-oriented scheduling process of the transport service andinternal operation of the organization and

- support the decision making process of strategic character.

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5. Conclusion - frequent negative critical opinions stored in Among the prime goals of all actors involved in memory affect satisfaction; sometimes, quality the public transport business is the creation of a well- improvements can be realizedin long time organized system, within which citizens can find a periods during which some service disruptions sufficient level of mobility and satisfy their important inevitably occur need for the efficient movement under safeand - negative critical incidents are perceived as comfortable conditions [14]. This overall principle situations where intended service performance entails many significant quality characteristics of the fails to fulfill expectations public transport, such as safety, on-time - planning and operating departments in public performance, accessibility, efficiency, information transport companies may have difficulties provision and many others. The quality in public cooperating and communicating. transport stems from the ability of the respective operators to manage and to further develop their Another possible explanation is that services [14]. transportplanners and decision makers have failed in Specifically in public transport, service quality is a the implementation phase. Also, they should matter of the greatest importance because an consider informing the public of intended quality improvement of quality levels can attract further programs. users. An increase in public transport use, with a Therefore, there is a long way to increase the reduction in the use of the private car, could help to quality of public transport in Bitola and to improve reduce many problems like traffic congestion, air and its operation in general. But, in the same time with noise pollution, and energy consumption [18]. the implementation of the suggested lines, local In the absence of policy for development of urban authorities have obligation to promote inter-modality transport and in a situation in which the role and the and to provide real conditions for the more massive significance of public transport for urban life quality use of public transport. Hence, they need to provide is underestimated, today in Bitola there is conditions for defining organizational and financial exceptionally poor condition and bad service of framework in the public transport. If the authorities public transport. finally create an atmosphere to overcome the Because of these circumstances of public transport problems, advancement can be achieved in the public in Bitola, it is evident that service quality is at low transport service in Bitola and the citizens finally can level. The regularity and punctuality are fill the benefits from the qualitative public transport unsatisfactory, the travel time is long, the service. transporters have problems with the aging of the fleet and keeping the itineraries, the passengers have References insufficient information, and the condition of the bus [1]. Porta, S.,&Scheurer, J. (2006).Centrality and stops and comfort in the vehicles is at low level. connectivity in public transport networks and their The proposed solutions for advancement of the significance for transport sustainability in cities. public transport service are result of the function, World Planning Schools Congress. Global role and significance that public transport has for the PlanningAssociation Education Network, 13-16 sustainable urban transport. July, Mexico. Implementation of two new lines will provide [2]. European Commission.(2004).Towardssustainable improvement of the level of service, mainly because urban transport policies -Recommendation for public transport will be extended to suburban areas local authorities. SMILEproject. and peripheral parts of Bitola. Hence, these two new [3]. Atanasova, V.,&Angelevska, B. (2011).Preliminarysolutions for the public lines will provide greater coverage with the public transport in the Bitola town. Pilot project 5.Traffic transport services, especially for those parts of the study for the Bitola town. town that have minimal or insufficient service. [4]. European Commission. (2011).Roadmap to a In addition, new lines will provide increase of the Single European Transport Area –towards a public transport availability to higher number of competitive and resource efficient transport system. users. In that way, besides private cars, the citizens White Paper 2011, COM/2011/0144 final/ Brussels. will have available another sustainable alternative for [5]. European Commission. (2001). Clean urban urban journeys. transport. Results from the transport research Literature research examining quality program. improvements in public transport and their effect on [6]. Department for transport of Great Britain. (2008). Building sustainable transport into new satisfaction show that the satisfaction experience developments: A menu of options for growth points when using public transport services is influenced by and eco-town. quality improvements only to a limited extent. The reasons for this might be several [19]:

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[7]. Roy, W., & Billon, Y. A. (2007). Ownership, [13]. Cantwell, M., & Caulfield, B., &O’Mahony, M. contractual practices and technical efficiency: The (2009). Examining the factors that impact public case of urban public transport in France. Journal of transport commuting satisfaction. Journal of public transport economics and policy, Volume 41, Part 2, transportation, Vol. 12, No. 2, pp. 1-21. pp. 257-282. [14]. Tyrinopoulos, Y., &Aifadopoulou, G. (2008). A [8]. Krstanoski, N. (2006).Public transport.University complete methodology for the quality control of “St. KlimentOhridski”,Faculty of Technical passenger services in the public transport business. Sciences, Bitola, Macedonia. European transport/TransportiEuropei, No. 38, pp. 1-16. [9]. Krstanoski, N. (2003). Public transport planning.University “St. KlimentOhridski”, Faculty [15]. TRL. (2004). The demand for public transport: a of Technical Sciences, Bitola, Macedonia. practical guide. TRL Report 593.

[10]. Eboli, L., &Mazzulla, G. (2007). Service quality [16]. Fellesson, M., &Friman, M. (2008). Perceived attributes affecting customer satisfaction for bus satisfaction with public transport service in nine transit. Journal of public transportation, Vol. 10, European cities. Journal of the transportation No. 3, pp. 21-34. research forum, Vol. 47, No. 3, pp. 93-103.

[11]. Sumaedi, S., &Bakti, M., Y., G., &Yarmen, M. [17]. Blazheski, I., &Paunkovski,Gj.(2010). Preliminary (2012). The empirical study of public transport plan for introduction of new lines in public passengers’ behavioral intentions: the roles of transport in the town of Bitola. Seminar service quality, perceived sacrifice, perceived work.University “St. KlimentOhridski”, Faculty of value, and satisfaction (case study: paratransit Technical Sciences, Bitola, Macedonia. passengers in Jacarta, Indonesia). International journal for traffic and transport engineering, [18]. Eboli, L. &Mazzulla, G. (2008). A stated 2(1):83-97. preference experiment for measuring service quality in public transport. Transportation planning [12]. Krstanoski, N., &Atanasova, V. (2008). A strategy and technology, Vol. 31, No. 5, pp. 509-523. for development of public transport in the city of Skopje 2008-2018.Faculty of Technical Sciences, [19]. Friman, M. (2004). Implementing quality Bitola, Macedonia. improvements in public transport. Journal of public transportation, Vol. 7, No. 4, pp. 49-65.

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