Measuring the Influence of Perceived Transit Service Quality on Users` Perceptions

This paper presents quantified evidence on the influence of perceived performance quality of bus service on the perceptions of users. The study draws upon a data set of 512 questionnaires distributed across Belfast city, UK. A binary logistic regression and Analytical Hierarchy Process (AHP) models are developed to quantify the impact of the relationships between the perceived performance quality from 29 indicators of bus service, and the overall perceptions of users towards the service. The findings of the paper show a significant variation on the perceptions held by different categories of users, and indicate 11 quality indicators that have a significant influence on the perceptions of users. These findings provide policy makers and operators with quantified indications of the required quality improvements if we are to promote the use of sustainable modes or transport.