A New Passenger-Oriented performance Measurement framework for public Rail transportation systems

Customer perception of the quality of service provided by the operator and the level of satisfaction are one of the key parameters to monitor the performance. This paper presents a practical approach for monitoring public transportation system performance by focusing on the passengers’ evaluations. The paper first outlines the development of a systematic framework for an objective and participatory monitoring of transportation systems performance. A Passenger-Oriented Performance IndeX (POPIX) has been developed by using 22 indicators with 6 different measures defined as time, cost, accessibility and transfer, comfort, safety-security and quality of service. The proposed framework allows the investigation of the performance changes of a particular transportation system and enables the performance comparison of different systems directly from the customer point of view. The POPIX methodology has been presented and an example application of the suggested method is provided for the selected Railway Systems. The shifted POPIX concept has also been developed for more reliable trend analyses. The case study highlights that the measures of cost, accessibility and transfer and comfort have lower performance scores and the Metro System performs better than the Tram and Light Rail Systems.