An, Minh Ngoc
Quality Management for Public Transport in Motorcycle Dependent Cities.
Technische Universität, Darmstadt
[Ph.D. Thesis], (2015)
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|Item Type:||Ph.D. Thesis|
|Title:||Quality Management for Public Transport in Motorcycle Dependent Cities|
In many cities of Asian countries, urban transport system is held by motorcycle. For example, motorcycle accounted for more than 65 percent of the total modal share in Hanoi and Hochiminh City (HCMC). This influences not only land use pattern of the cities (for example this causes growing of motorcycle-based land uses) but also traveller’s behaviour (people in Motorcycle Dependent Cities - MDCs do not have much motivation of shifting to travelling by bus instead of motorcycle). The lack of roads and parking facilities, fast urbanisation and high rate of motorcycle in traffic flow in MDCs are the cause of the serious transport problems such as traffic accident, traffic congestion, and air pollution, which are much more serious than those in other cities. In this context, public transport is expected as the key measure to deal with the transport consequences. Public transport also provides a change to people who would not be able to access private vehicles and create economic opportunities. Although people in MDCs tend to shift from using motorcycle to using car when their income go up, MDCs are dreaming of having a mass transit system as in developed cities. So far in MDCs, public transport services have provided a substandard quality and limited capacity. A lack of awareness for the perceived quality and the missing quality management system are main causes of the poor quality of public transport services and the rapid growth of individual motorised traffic in these cities. To solve that problematic situation, this study presents a quality management system for public transport in MDCs. Initially public transport is discussed in detail under the terms of quality management standard ISO 9000. Next, analysis of organizational framework, transport policies and regulations shows the lack of quality management system for public transport in MDCs. Furthermore, on-site observation and customer satisfaction survey in Hanoi City - a typical MDC - are conducted to acknowledge the manifested problems of public transport service quality. The process based on the quality management standard consists of establishing quality objectives and quality assessment criteria for public transport in MDCs. Experience from Germany and other countries served as a basis for developing these quality objectives. The applicable quality assessment criteria are recommended by establishing and applying multivariable regression techniques and a meta-criteria assessment model.After the assessment, among sixteen candidate quality assessment criteria, eight criteria are recommended general application in MDCs, these are: (i) safety, (ii) frequency, (iii) stop comfort, (iv) span of service, (v) security, (vi) punctuality, (vii) bus comfort, and (viii) cleanliness. Finally, considering the specific situation and available resources in MDCs, a guideline for quality control and quality assurance in MDCs has been developed. Based on the results from the current situation analysis and the customer satisfaction survey, quality standards for services’ level measuring have been proposed. For each specific criterion, there are standard definition, and threshold of acceptance. Defined Levels of Service (LOS) are used to monitor and check the achievements regarding those criteria in the daily public transport operation. This guideline also provides the appropriate methods of measurement and guidance for determining the frequency and number of measurements. In summary, the key contributions of this study are considered in several aspects. Firstly, a hierarchy of quality objectives and quality assessment criteria to achieve a high quality public transport system is formulated in specific condition of MDCs. As the most important finding, the guideline for quality control and quality assurance for public transport in MDCs has been recommended. Despite of the major contribution, the study also reveals several limitations. The first is the existence of some gaps in comparative data. The second and most important is the qualitative assessment approach. Due to a lack of qualified literature regarding assessment of public transport quality in MDCs, the quantitative assessment based on literature review is limited.
|Series Name:||Schriftenreihe des Instituts für Verkehr, Fachgebiet Verkehrsplanung und Verkehrstechnik|
|Place of Publication:||Darmstadt|
|Classification DDC:||300 Sozialwissenschaften > 350 Öffentliche Verwaltung
300 Sozialwissenschaften > 380 Handel, Kommunikation, Verkehr
600 Technik, Medizin, angewandte Wissenschaften > 620 Ingenieurwissenschaften
|Divisions:||13 Faculty of Civil and Environmental Engineering > Institute of Transportation > Transport Planning and Traffic Engineering|
|Date Deposited:||23 Nov 2015 10:17|
|Last Modified:||23 Nov 2015 10:17|
|Referees:||Boltze, Prof. Dr. Manfred and Maitra, Prof. Dr. Bhargab and Friedrich, Jun.-Prof. Hanno|
|Refereed:||24 March 2015|