Gender-Based Analysis of Zones of Tolerance for Transit Service Quality with Emphasis on ITS

Quality service of public transport is an important issue in transit systems as users’ needs and expectations have great relevance in transit modelling and implementation. This explanatory study examines young men and women’s expectations and perceptions regarding the transit quality of service by using the concepts of Zone of Tolerance (ZoT) and adequate and desired levels of service. Due to the critical role of Intelligent Transportation Systems (ITS) in public transport service enhancement, specific dimension, which reflects users’ perceptions and expectations over ITS, are also considered. ZoTs for men and women are obtained separately and the results show interesting differences, particularly women’s minimum acceptable and desired levels are higher than men and they have relatively bigger ZoTs.