New Measure of the Level of Service for Basic Expressway Segments Incorporating Customer Satisfaction

Using an empirical approach, we produced a level of service (LOS) measure that is consistent with a driver's subjective evaluation from the viewpoint of customer satisfaction (CS). The study consists of (1) analysis of the causal relation between the level of CS and drivers’ perceptions related to traffic flow conditions using individual response data obtained through inlaboratory experiments with video images, (2) construction of practical driver satisfaction models segmented by the number of lanes of which independent variables are selected among ordinary indices of traffic flow considering results of the analysis presented above, and (3) a proposal of a real-time application of practical satisfaction models.