Civil Engineering

Identifying priority areas for the improvement of minibus service quality

The minibus is the third most popular form of transportation in Hong Kong, contributing 13% of all trips made in the city. This project aims to identify the priority areas for improvement of minibus services quality which could serve as a reference for related policy making in the future. An on-street questionnaire survey was conducted in December 2018 to collect the up-to-date data, primarily on the public’s ratings on 10 selected service aspects. An ordered logit model was then calibrated for the data to identify the relative importance of these 10 service aspects. After having the relative importance and the satisfaction ratings, an importance-satisfaction analysis was carried out to find out which service aspect has the highest priority for improvement. Result shows that among the 10 service aspects, “in-vehicle comfort” has the highest priority for improvement in both green and red minibuses.