Student Perceptions of MAT Services
This section of the report focuses on student respondent's perception of the quality of MAT transit system service.
There are many benefits to public transportation. These benefits range from reducing parking demand and saving money, to safety and saving time (Figure 12). The majority of respondents felt that public transit helps to reduce parking demand and helps address environmental concerns, along with the added bonus of saving money.
Figure 12. Benefits to riding Public Transit (n=195)
Concordia showed a marked increase in MAT usage compared to survey results from the 2002-03 school year. In the 2002-03 survey, 22.47 percent (100) respondents indicated using MAT services where as in the 2003-04 survey, 35.9 percent (70) of respondents indicated using them (Figure 13, 14).
Figure 13. 2002-03 Students Using MAT (n=445)
Figure 14. 2003-04 Students Using MAT (n=195)
An important issue is what motivates students to use MAT. Survey respondents were asked to state their most important reasons for using MAT from among the following choices (Figure 15). Three percent of respondents also indicated they would use MAT services for other reasons.
Figure 15. Reasons Students Use MAT (n=195)
Understanding why people use MAT services is very important. Realizing why people do not use MAT services is also important as it helps to determine what areas require improvement. SURTC asked students to identify the reasons that keep them from riding MAT. The students were given a set of possible reasons for not using MAT services and asked to respond with a level of agreement (Figure 16). Preferring to drive/walk/bike, it takes too long, as well as lack of information, were the main reasons that keep students from riding. Twelve percent of students also indicated there were other reasons.
Figure 16. Factors Keeping Users from Using MAT Services (n=125)
SURTC probed the respondents to see what characteristics of transit services are important to them. These choices which were qualitative in nature included free service, convenience, friendly drivers, and environmentally friendly characteristics (Figure 17). Respondents indicated that free service, service that serves the FM area, and reliable/on time service were the most important characteristics to them.
Figure 17. Characteristic Values of Public Transportation (n=152)
It is helpful to be aware of how customers perceive their previous MAT service experiences (Figure 18). Arriving on time was the worst experience indicated by respondents. The percentage of people who felt this was the worst experience increased 11 percent from the 2003 survey. The following chart displays the percentage of people who strongly agree or agree that they were happy with these aspects of MAT services.
Figure 18. MAT User Experience (n=70)
In the transit industry, wait times for customers is very important. It may often mean the difference between satisfied customers and unsatisfied customers. According to the respondents, a wait time longer than 15 minutes will have a negative influence on ridership. Roughly 64 percent (124) of respondents indicated they would wait 15 minutes, and only 11 percent (21) would wait 30 minutes, and 0 respondents would wait longer than 30 minutes to use transit services, while 25 percent (50) would not wait. Wait times of 45 minutes and 60 minutes had very minimal responses, together equaling less than 1 percent.