• Journal of the Korean Society for Railway
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• v.18 no.5
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• pp.502-511
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• 2015

The purpose of this study is to prioritize the importance of urban railway service quality through statistical analysis. This was done to maximize customer satisfaction by providing customers of urban railway services (including LRT), operated by the local government, with a better customized service quality. It was hoped that this project would boost the need for public transportation by increasing customer satisfaction, which would eventually lead to more profitable revenue. The results of validity certification of expectations and perceptions before and after the use of government funded urban railway and private sector invested urban railways show that there are gaps for 18 items for the government funded urban rail projects (p<.01), while there is no significant difference for 2 items between expectation and perception (p>.05); private sector invested urban railway projects show differences for all 20 items (p<.001). Therefore, IPA analysis is conducted to improve the service quality; this should lead to a remedy that focuses on service quality. The findings of this study will contribute to providing management strategies for boosting customer satisfaction and creating revenue through customized service quality in the urban railway operating industry (including LRT), which is currently suffering from chronic deficits.

• Proceedings of the KSR Conference
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• 2011.10a
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• pp.1743-1753
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• 2011

Seoul Metropolitan Government has performed alternative transit system, light rail transit(LRT), for settling the problems of urban public transit system based on conventional bus service and heavy rail transit(HRT). LRT projects of total 8 lines(about 73.6km), including Ui-Sinseol line, have been planned as Build-Transfer-Operate(BTO) projects. For the first LRT, Ui-Sinseol line, however, design of structure had met standard for design of HRT, because of no domestic design code for LRT when participates of Ui-Sinseol project submitted the design proposal. This case study reports a successful example of LRT design minimizing the scale of stations designed in base of HRT code. The problems, like oversized structures compared with LRT vehicles, excessive costs for construction, had been resolved through negotiations with the participates of Ui-Sinseol line. Result suggests that present and future costs for construction and maintenance of the LRT projects in Seoul be considerably reduced in advance.