Abstract:
PRASA Metrorail’s level of service is rapidly declining and consequently passenger volumes are reducing. By analysing these levels of reduction between 2009, 2015 and 2019, elasticity parameters for several service aspects were determined. Although many declining service aspects would have influenced the actual trip time and service frequency, the presented timetable schedules had not changed significantly. Instead, the decline in service manifested itself as a reduction in reliability with increasing service cancelations and poor punctuality. With these developments, the elasticity parameter for ‘Reliability’ is calculated as +2: with every 1% reliability decrease, passenger volumes reduced by 2%. This would mean that passengers respond very elastically to this aspect, meaning reliability is a real dissatisfier.
Similarly, the elasticity parameter for ‘Customer Satisfaction’, representing the subjective perception of all quality level of service aspects, is calculated as +3.
