A Review of Service Assessment Attributes and Improvement Strategies for Public Transport

Traffic externalities are growing continuously in cities due to increasing dependence of people on private motor vehicles (PMVs) for regular commute. While PMVs have some advantages such as privacy, flexibility, faster commute, comfort, and convenience, their use alone at the current growth rate is not sustainable. A well-planned and efficient public transport (PT) system will have the potential to efficiently and sustainably overcome these issues. This may not currently be the case in many cities, but can be, after appropriate user-centric improvements. This paper aims to review the existing literature to get a better understanding of: (1) service assessment attributes that can inhibit the use of PT, and (2) the possible improvement strategies that can effectively address the concerns related to each attribute. We developed cause and effect (Ishikawa) diagrams to connect service assessment attributes to corresponding interventions and improvement strategies.