Where Is My Bus? Impact of mobile real-time information on the perceived and actual wait time of transit riders

In order to attract more choice riders, transit service must not only have a high level of service in terms of frequency and travel time but also must be reliable. Although transit agencies continuously work to improve on-time performance, such efforts often come at a substantial cost. One inexpensive way to combat the perception of unreliability from the user perspective is real-time transit information. The OneBusAway transit traveler information system provides real-time next bus countdown information for riders of King County Metro via website, telephone, text-messaging, and smart phone applications. Although previous studies have looked at traveler response to real-time information, few have addressed real-time information via devices other than public display signs. For this study, researchers observed riders arriving at Seattle-area bus stops to measure their wait time while asking a series of questions, including how long they perceived that they had waited.The study found that for riders without real-time information, perceived wait time is greater than measured wait time. However, riders using real-time information do not perceive their wait time to be longer than their measured wait time. This is substantiated by the typical wait times that riders report. Real-time information users say that their average wait time is 7.5 min versus 9.9 min for those using traditional arrival information, a difference of about 30%. A model to predict the perceived wait time of bus riders was developed, with significant variables that include the measured wait time, an indicator variable for real-time information, an indicator variable for PM peak period, the bus frequency in buses per hour, and a self-reported typical aggravation level. The addition of real-time information decreases the perceived wait time by 0.7 min (about 13%).A critical finding of the study is that mobile real-time information reduces not only the perceived wait time, but also the actual wait time experienced by customers. Real-time information users in the study wait almost 2 min less than those arriving using traditional schedule information. Mobile real-time information has the ability to improve the experience of transit riders by making the information available to them before they reach the stop.

► We measured actual wait times and surveyed perceived wait times of transit riders.
► Perceived is greater than measured wait time for riders without real-time information.
► Perceived is not greater than measured wait time with real-time information.
► Typical wait times reported were 30% lower for those with real-time information.
► Mobile real-time information also reduced the actual wait time.