Rider perception of a “light” Bus Rapid Transit system - The New York City Select Bus Service

• A methodology is outlined for rider perception survey for the NYC Select Bus Service.
• Survey results are analyzed for rider socio-demographics and rider satisfaction levels.
• Contributions of attribute performance to rider overall satisfaction levels are quantified.
• The SBS in NYC shows the ability to keep bus riders’ loyalty and attract new riders.
• Service quality attributes, off-board ticket machine, and travel information are valued more than others.

The Bus Rapid Transit (BRT) system in New York City (NYC), called Select Bus Service (SBS), is a “light” BRT system with some but not all BRT features. Focusing on it, this study aims to contribute to a better understanding of riders' perceptions of BRT service implemented with limited space and capital funding. A total of 1700 SBS riders on four routes were interviewed using the survey methodology developed in this study. Statistical analysis and regression modeling were used to analyze rider socio-demographics, investigate the relationship between rider satisfaction levels, and the key factors driving them. The results show that, while most of them are transit dependent, new SBS riders are mainly attracted by better service and accessibility. Riders on different routes were found to have different socio-demographics. The statistical tests of satisfaction means provide further insight into the disparity in service evaluation between/among groups of riders (e.g. gender, experience, weather, route, trip purpose). Service frequency, speed, and on-time performance were found to have a positive influence on rider satisfaction across all routes. Variables related to off-board ticket machines and travel information are more valued than others. The effects of external factors vary according to characteristics of the routes and rider groups. This study suggests potential applications of the results for future planning and improvement to increase rider satisfaction and thereby retain and increase ridership.