A decision tree approach utilizing Quadrant analysis for satisfaction in high-speed rail systems

Abstract

Satisfaction is an essential parameter for a public transport service provider, mainly if providers compete. For this reason, decision-makers try to identify and improve the factors affecting passenger satisfaction, which is important not only for the profitability of the service but also for sustainable and environmentally friendly transportation. In this study, 803 passengers were asked to rate their expectations and perceptions about the High-Speed Rail Systems they experienced between Ankara and Eskişehir in Turkey. By using the obtained data, a methodology was established to predict factors affecting satisfaction. The Classification and Regression Tree was used for the analysis, which does not require any predefined baseline relationship between dependent and independent variables. The quadrant analysis is utilized to determine a single input to represent expectations and perceptions instead of using them separately, which allows the comparison of expectations and perceptions. Also, the "problem experiencing rate," the decisive component of the Impact Score technique, is included in the model as an input. As a result, passengers' satisfaction is estimated with an accuracy rate of 88.79%, and the factors affecting satisfaction were determined as Service Delivery, Fare Level and Type, Passenger Information, Accessibility, and Security.

Keywords

• Public transportation
• Service quality
• Decision trees

Yüksek hızlı raylı sistemlerde memnuniyet için Quadrant analizini kullanan bir karar ağacı yaklaşımı

Öz

Memnuniyet, özellikle operatörler arasında rekabet varsa, bir toplu taşıma sistemi sağlayıcısı için önemli bir parametredir. Bu nedenle karar vericiler, sadece hizmetin karlılığı için değil, aynı zamanda sürdürülebilir ve çevre dostu ulaşım için de önemli olan yolcu memnuniyetini etkileyen faktörleri belirlemeye ve iyileştirmeye çalışmaktadır. Bu çalışmada, Türkiye'de Ankara ve Eskişehir illeri arasında Yüksek Hızlı Raylı Sistem kullanan 803 yolcudan aldıkları hizmete ilişkin beklenti ve algılarını derecelendirmeleri istenmiştir. Elde edilen veriler kullanılarak memnuniyeti etkileyen faktörleri tahmin etmek için bir metodoloji oluşturulmuştur. Analiz için, bağımlı ve bağımsız değişkenler arasında önceden tanımlanmış herhangi bir temel ilişki gerektirmeyen Sınıflandırma ve Regresyon Ağacı kullanılmıştır. Beklentileri ve algıları ayrı ayrı kullanmak yerine ikisini temsil edecek tek bir girdiyi belirlemek için Quadrant Analizi kullanılmıştır. Bu, beklentilerin ve algıların karşılaştırılmasını dahil etme şansını getirmiştir. Ayrıca, Etki Skoru tekniğinin belirleyici bileşeni olan "sorun yaşama oranı" modele girdi olarak dahil edilmiştir. Sonuç olarak, yolcuların memnuniyeti %88.79 doğruluk oranı ile tahmin edilmiş ve memnuniyeti etkileyen faktörler Hizmet Sunumu, Ücret Düzeyi ve Türü, Yolcu Bilgileri, Erişilebilirlik ve Güvenlik olarak belirlenmiştir.

Anahtar Kelimeler

• Toplu taşıma
• Hizmet kalitesi
• Karar ağaçları

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