Automobile Drivers' Perceptions of Service Quality on Urban Streets

Abstract

The Highway Capacity and Quality of Service Committee of TRB, which oversees the development of the Highway Capacity Manual, has formally recognized a need to improve the current level-of-service (LOS) methodologies. Among the concerns about the methodologies is the extent to which LOS estimates correspond to road users' perceptions. In recognition of these concerns, the objectives of this study were to ( a) develop and test a methodology to obtain drivers' opinions with regard to urban street quality of service (QOS), ( b) apply the methodology to identify the factors that affect drivers' perceptions of QOS on urban streets, and ( c) provide a qualitative foundation for the development of quantitative QOS tools that are based on the perceptions of drivers. This study used an in-vehicle field approach to determine the factors that affect automobile drivers' perceptions of service quality on urban streets. While driving on a preselected route, 22 participants in four cities were asked to speak aloud about their driving experience and the factors that influenced their perception of service quality. Afterward, drivers also completed a written questionnaire. The drivers expressed their opinions about a wide range of issues, including simple observations, more detailed evaluations, and broad concerns related to the roadway environment. From the drivers' comments, 40 factors were identified as relevant to their perception of service quality on urban streets. The authors believe that by identifying a wide range of factors that influence drivers' perceptions of service quality on urban streets, this study has increased the knowledge and understanding of the needs and values of automobile drivers on urban streets and has laid the groundwork for future studies aimed at developing quantitative QOS tools and models.