Operational Efficiency and Service Quality Analysis in Public Transportation Systems
Journal of Transportation and Logistics
The performance of public transportation systems can be assessed both from the operators and the users. Operators are focused on the efficiency and profitability of the system, while the users pay attention to the quality of service provided. Focusing on one of these aspects while ignoring the other prevents the decision makers from analyzing the performance of the system properly. In this study, it is aimed to evaluate the performance of bus transit routes from both operator and user
... and user perspective. Operational efficiency, reflecting the operator's point of view, is measured by Data Envelopment Analysis. Quality of service that reflects the user's point of view is measured by a two-stage approach consisting of Analytic Hierarchy Process and TOPSIS. Thus, the operational efficiency and service quality scores of each bus transit route are obtained. Using these scores, performance improvement suggestions for bus transit routes were presented.