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Train delay and perceived-wait time: passengers' perspective

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  • Yung-Hsiang Cheng
  • Yu-Chun Tsai

Abstract

Waiting time influences the overall perception of service quality. The passenger-perceived waiting time can determine their waiting experience. The concept of waiting time refers to the comparison between the passengers' inherent tolerance of waiting and the possible improvement scenarios. This study investigates the passengers' tolerance of waiting under various scenarios of train delays in order to improve their perceived waiting time. We propose the adoption of a modern psychometric method utilizing the Rasch model to measure a subjective latent construct known as 'wait tolerance'. The Rasch measurement provides mathematical procedures for transforming scores from an ordinal to an interval scale to observe which scenarios can reduce certain passengers' perceived waiting time in the case of a delay. Empirical results show that 'uncontrollable circumstances', 'friendly staff attitudes', and 'providing appropriate messages of apology' can improve the passenger-perceived waiting time during train delays. Likewise, distinct differences are found in the passengers' tolerance of waiting in terms of various personal characteristics, such as gender, age, and train riding frequency. The findings propose the implementation of strategies for improvement by rail system operators, as well as for regulators to define a reasonable service level in the case of train delays. The reviews show possible future innovative research orientations as well.

Suggested Citation

  • Yung-Hsiang Cheng & Yu-Chun Tsai, 2014. "Train delay and perceived-wait time: passengers' perspective," Transport Reviews, Taylor & Francis Journals, vol. 34(6), pages 710-729, November.
    • Handle: RePEc:taf:transr:v:34:y:2014:i:6:p:710-729
    DOI: 10.1080/01441647.2014.975169
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    Cited by:

    1. Murphy, Robert P. & Taaffe, Carol & Byrne, Molly & Delaney, Liam & Lunn, Peter D. & Robertson, Deirdre A. & Ryan, Helen & Wood, Alex M., 2024. "Improving the management of hospital waiting lists by using nudges in letters: A Randomised controlled trial," Social Science & Medicine, Elsevier, vol. 361(C).
    2. Arora, Swapan Deep & Mathur, Sameer, 2020. "Effect of airline choice and temporality on flight delays," Journal of Air Transport Management, Elsevier, vol. 86(C).
    3. Meng, Meng & Rau, Andreas & Mahardhika, Hita, 2018. "Public transport travel time perception: Effects of socioeconomic characteristics, trip characteristics and facility usage," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 24-37.
    4. Jens Parbo & Otto Anker Nielsen & Carlo Giacomo Prato, 2016. "Passenger Perspectives in Railway Timetabling: A Literature Review," Transport Reviews, Taylor & Francis Journals, vol. 36(4), pages 500-526, July.
    5. Liang, Jian & Zhao, Ya & Wang, Hai & Xiao, Zuopeng & Ke, Jintao, 2024. "Uncovering merchants’ willingness to wait in on-demand food delivery markets," Transport Policy, Elsevier, vol. 158(C), pages 14-28.

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