Previous research regarding customer relationship management has shown that acquiring a new customer costs much more than retaining an existing customer. Thus, from the perspective of transit agencies, maintaining existing passengers is a cost-effective strategy. This paper investigates the patronage behavior of bus passengers when real-time transit information (RTTI) is made available. Survival analysis based on survey data collected in Kaohsiung city, Taiwan, shows that the risk of RTTI users ceasing their use of transit was 32.9% that of RTTI non-users. Moreover, passengers using RTTI tended to use public transportation 0.15 years longer than those who did not use RTTI. This study found that RTTI helps to retain passengers and provides concrete suggestions regarding RTTI promotion and bus business management for administrators.
|Number of pages||10|
|Journal||Journal of the Chinese Institute of Engineers, Transactions of the Chinese Institute of Engineers,Series A/Chung-kuo Kung Ch'eng Hsuch K'an|
|State||Published - 17 Nov 2015|
- intelligent transportation systems
- public transportation
- real-time transit information
- survival analysis