Abstract
Public transport agencies implement different strategies aimed at improving transit service operation and to improve satisfaction among its riders. One service strategy employed by transit agencies is the introduction of a limited-stop bus service that runs parallel to a heavily used route to decrease travel times for existing riders and to reduce pressure from the local route. Using bus operations data obtained from automatic vehicle location (AVL) and automatic passenger counter (APC) systems and customer satisfaction data collected in Vancouver, Canada, the present study evaluates levels of satisfaction among users of the local and limited-stop bus service while controlling for the service characteristics these users have experienced in the past seven days. Our results reveal that despite greater variation in on-time performance experienced by users of the limited-stop service, these users were more likely to be satisfied with the transit service compared to users of the regular service. Results of this study demonstrate that the main operational characteristics of a limited-stop service, including in-vehicle time savings and higher route frequency, which is reflected in lower waiting time, are highly valued by its users, while reliability is not an issue along high frequency routes compared to other aspects for users. This study provides transit planners and policy makers with a better understanding of how customers perceive local and limited-stop service, which was attained through the linking of operations and customer satisfaction data.