Driver Assessment of Service Quality on Urban Streets

Abstract

This paper presents the results of a study that compared drivers’ assessments of the performance of urban streets with objective measures of performance, including level of service (LOS). The purpose of the study was to test the ability of LOS to predict drivers’ perceptions of service quality. Seventy-seven automobile drivers rated the service quality of half-mile segments of urban streets as depicted on videotaped scenes from the driver's perspective. Drivers rated 12 to 15 video segments on a six-point scale from very satisfactory to very unsatisfactory. After rating all segments, the drivers selected and ranked from a list of 36 factors the three factors that they considered the most important to quality. The results show that the mean driver rating had statistically significant correlations with operational and design characteristics and aesthetics, including the following variables: travel time, average travel speed, number of stops, delay, number of signals, lane width, the presence of trees, and the quality of the landscaping. LOS, calculated by the Highway Capacity Manual methodology, predicted 35% of the variance in mean driver rating. This finding suggests that LOS does not completely represent drivers’ assessments of performance because drivers perceive the quality of urban street segments in several dimensions, including travel efficiency, sense of safety, and aesthetics.