이용자 이동단계를 고려한 중앙버스전용차로 서비스 평가모형 개발 - 서울시 강남대로를 중심으로 -

Abstract

he Seoul Metropolitan Government has made great efforts to solve urban transportation issues and promote the use of public transportation. As a result , the number of mass transit users and the traffic speed of bus have increased. However, the city failed to achieve a significant improvement in terms of user satisfaction. That is because only comprehensive and intergrated criteria have been used to evaluate the bus service, even though the use of mass transit requires the steps of access, waiting, travel and transfer, these steps have not been fully considered in establishing counter measures and evaluating the results. This paper surveyed median bus lane users to identify major variables that can affect customer satisfaction in each step(access, waiting, moving, transfer) and to develop corresponding evaluation models. The evaluation models were developed for the overall service as well as for the service of each step. As for the customer satisfaction with the overall service, the step of travel recorded the highest level, followed by the steps of moving, transfer and access. In satisfaction of steps(access, moving, transfer), the various characteristics of services are deducted. The waiting step was not affected in the statistical analysis, but there is a need for a fundamental improvement in this step. This paper concluded that in order to effectively improve the customer satisfaction with the median bus lane, differentiated services to fit the characteristics of each step should be offered. That is, if the influence coefficients drawn by this study are reflected in expanding the median bus lanes and upgrading the mass transit system, it would lead to more differentiated and effective improvement.