Método para evaluar la calidad de servicio en la operación zonal del sistema integrado de transporte público

Abstract

Public transport in the city of Bogotá is the largest in Colombia and offers means of mobility such as Transmilenio, Integrated Public Transport System (SITP), buses, vans, temporary buses and taxis. This research proposes a method based on the use of data envelopment analysis (DEA), to evaluate the quality of service in the zonal operation of the SITP in the city of Bogotá, which takes into account variables that directly affect or perceive users. . It is based on information provided by the Ministry of Mobility and the consulting firm TPD Engineering. Three zonal operators were evaluated using one-entry and one-exit models, and multiple-entry and multiple-exit models using the DEA-Frontier tool; Variables such as the user's perception of waiting time, accident rates for each route, capacity, period, supply and demand were taken into account. Through the DEA analysis, the reference units (efficient frontier) were identified that allow the operator to compare the efficient units with those that do not reach that efficiency. The proposed method allows the analysis to be carried out according to the availability of data, guiding the analyst on the DEA model that must be used to find out if the programming, monitoring and control measures of the efficient units can be replicated in the non-efficient ones. In the case of Bogotá, the performance measures have been defined to evaluate the quality of the routes, but data are not currently being collected because the implementation of the zonal component has not been completed. Once it is in operation, DEA could be used for the improvement analysis of the SITP operation by adding these variables. In the cases analyzed, the efficient units do not belong to a single route or to the same area, since the definition of service goals is generally decreed for citizens regardless of where in the city they travel. The efforts made to mobilize the routes to the efficient border will be aimed at achieving these goals, and the use of DEA will make it possible to demonstrate the real and potential progress for their achievement. The main contribution of this research is the possibility of exclusively measuring the quality of the service, according to the availability of available information, taking advantage of the benefits of DEA that allows the analysis of performance for decision-making aimed at improvement. focused on the service provided to users.