7UDQVLW&DSDFLW\DQG4XDOLW\RI6HUYLFH0DQXDO PART 5 QUALITY OF SERVICE CONTENTS 1. INTRODUCTION..................................................................................................... 5-1 Overview..................................................................................................................... 5-1 Definitions............................................................................................................... 5-1 Levels of Service..................................................................................................... 5-2 Transit Performance Measures.................................................................................... 5-2 2. QUALITY OF SERVICE FRAMEWORK ............................................................ 5-5 Transit Trip Decision-Making Process........................................................................ 5-5 Quality of Service Factors........................................................................................... 5-7 Service Coverage .................................................................................................... 5-7 Pedestrian Environment .......................................................................................... 5-7 Scheduling............................................................................................................... 5-7 Amenities ................................................................................................................ 5-8 Transit Information ................................................................................................. 5-8 Transfers ................................................................................................................. 5-8 Total Trip Time....................................................................................................... 5-9 Cost ......................................................................................................................... 5-9 Safety and Security.................................................................................................. 5-9 Passenger Loads...................................................................................................... 5-9 Appearance and Comfort ...................................................................................... 5-10 Reliability.............................................................................................................. 5-10 Customer Satisfaction Surveys.................................................................................. 5-10 Transit System Size Considerations .......................................................................... 5-11 Framework ................................................................................................................ 5-12 Availability............................................................................................................ 5-12 Quality................................................................................................................... 5-13 3. QUALITY OF SERVICE MEASURES................................................................ 5-15 Introduction............................................................................................................... 5-15 Measures of Availability ........................................................................................... 5-15 Transit Stops ......................................................................................................... 5-15 Route Segments..................................................................................................... 5-19 System................................................................................................................... 5-20 Measures of Quality .................................................................................................. 5-27 Transit Stops ......................................................................................................... 5-27 Route Segments..................................................................................................... 5-29 System................................................................................................................... 5-31 4. APPLICATIONS .................................................................................................... 5-35 Introduction............................................................................................................... 5-35 Service Assessment................................................................................................... 5-35 Policy and Goal Setting............................................................................................. 5-37 Planning and Design.................................................................................................. 5-37 Part 5/QUALITY OF SERVICE Page 5-i Contents 7UDQVLW&DSDFLW\DQG4XDOLW\RI6HUYLFH0DQXDO 5. REFERENCES........................................................................................................ 5-39 6. EXAMPLE PROBLEMS ....................................................................................... 5-41 LIST OF EXHIBITS Exhibit 5-1 Transit Performance Measure Categories and Examples .............................5-3 Exhibit 5-2 Transit Trip Decision-Making Process: Transit Availability........................5-5 Exhibit 5-3 Transit Trip Decision-Making Process: Transit Convenience......................5-6 Exhibit 5-4 Quality of Service Framework....................................................................5-12 Exhibit 5-5 Service Frequency LOS: Urban Scheduled Transit Service .......................5-16 Exhibit 5-6 Service Frequency LOS: Paratransit Service..............................................5-17 Exhibit 5-7 Service Frequency LOS: Intercity Scheduled Transit Service....................5-17 Exhibit 5-8 Hours of Service LOS ................................................................................5-19 Exhibit 5-9 Transit System Coverage Area Example ....................................................5-21 Exhibit 5-10 Transit-Supportive Area Example............................................................5-22 Exhibit 5-11 Comparative Area and Population of Example Analysis Areas ...............5-23 Exhibit 5-12 Service Coverage LOS .............................................................................5-23 Exhibit 5-13 Transit Vehicle Service Availability “Bubble” ........................................5-26 Exhibit 5-14 Passenger Load LOS ................................................................................5-28 Exhibit 5-15 Typical Transit Stop Amenities................................................................5-29 Exhibit 5-16 Reliability LOS: On-Time Performance...................................................5-30 Exhibit 5-17 Reliability LOS: Headway Adherence......................................................5-30 Exhibit 5-18 Transit/Auto Travel Time LOS ................................................................5-32 Exhibit 5-19 Factors Influencing Transit Quality of Service.........................................5-35 Part 5/QUALITY OF SERVICE Page 5-ii Contents 7UDQVLW&DSDFLW\DQG4XDOLW\RI6HUYLFH0DQXDO 1. INTRODUCTION OVERVIEW Quality of service reflects the passenger’s perception of transit performance. It Quality of service reflects the measures both the availability of transit service and its comfort and convenience. Quality passenger’s perspective. of service depends to a great extent on the operating decisions made by a transit system, especially decisions on where transit service should be provided, how often and how long transit service should provided, and what kind of service should be provided. Part 5 of the Transit Capacity and Quality of Service Manual presents methods for Organization of Part 5. measuring quality of service. • Chapter 1 discusses transit performance measures in general and differentiates passenger-based quality of service measures from other kinds of transit performance measures. • Chapter 2 examines the factors that enter into a potential rider’s decision to use transit for a particular trip and introduces a framework for categorizing quality of service measures. • Chapter 3 presents level of service ranges for six quality of service measures addressing transit availability and quality for transit stops, route segments, and systems. • Chapter 4 discusses applications for the quality of service measures. • Chapter 5 contains references for material presented in Part 5 which may be consulted for further information regarding transit quality of service. • Chapter 6 presents example problems that apply quality of service measures to “real world” situations. Definitions In the North American transit industry, many definitions are not standardized or are specific to a particular transit system. Caution is needed with the terms quality of service and level of service, which carry a variety of meanings. Level of service, for example, is often used literally to mean the amount of service both in frequency and hours of coverage—the latter sometimes referred to as the “span” of service. This manual uses the following definitions of transit performance measures, quality of service, service measures, and levels of service: • Transit Performance Measure. A quantitative or qualitative factor used to evaluate a particular aspect of transit service. • Quality of