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Examining the factors leading to the submission of public complaints in public transportation: �A case study of Jerusalem.

Yodfat Ben-Shalom, Prof. Sigal Kaplan, Dr. Yair Grinberger

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Research motivation

guernseydonkey.com

Public complaints as a means of supervision

Public complaints

"I stood at the station for almost an hour and no bus arrived. Because of this I lost a shift and had to find a replacement"

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Person-incident interaction in filing a complaint

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(Levine & Gershenson 2014, Berggren 2021)

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Incident related

Person related

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91,368 complaints received in 2022

Source: Ministry of transportation - public complanit report (2022)

Public complaints

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Jerusalem as a case

study

  • The city with the highest number of public transportation trips �(27% of all trips in Q1 2024)

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  • The city with the highest number of public complaints submitted

(One third of all complaints in 2022)

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  • Segregated population

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Research question &

hypothesis

Which factors affect the number of complaints per line?

 

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Data sources

and processing

  • 537 bus lines
  • 11,909 reliability related complaints

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Results – Tobit model

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Results –

incidents related

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Results –

Person related

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Conclusions 

  • The likelihood of filing a complaint is highly influenced by

Both complainant and situational factors

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  • Relying solely on public complaints for monitoring is problematic: it strengthens the strong and weakens the weak. Therefore, there is a great importance in developing and improving automatic methods for monitoring the trips made.

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  • Future research can develop more accurate modes of complaints and the possibility of interaction between passenger and service

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Thank you for listening

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