{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,16]],"date-time":"2026-02-16T08:40:42Z","timestamp":1771231242762,"version":"3.50.1"},"reference-count":35,"publisher":"SAGE Publications","issue":"1","license":[{"start":{"date-parts":[[2017,1,1]],"date-time":"2017-01-01T00:00:00Z","timestamp":1483228800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/journals.sagepub.com\/page\/policies\/text-and-data-mining-license"}],"content-domain":{"domain":["journals.sagepub.com"],"crossmark-restriction":true},"short-container-title":["Transportation Research Record: Journal of the Transportation Research Board"],"published-print":{"date-parts":[[2017,1]]},"abstract":"<jats:p> The growing ubiquity of smartphones offers public transit agencies an opportunity to transform ways to measure, monitor, and manage service performance. The potential of a new tool is demonstrated for engaging customers in measuring satisfaction and co-monitoring [Editor\u2019s note: This is the authors\u2019 word, meaning \u201cagencies using public feedback to supplement official monitoring and regulation.\u201d] bus service quality. The pilot project adapted a smartphone-based travel survey system, Future Mobility Sensing, to collect real-time customer feedback and objective operational measurements on specific bus trips. The system used a combination of GPS, Wi-Fi, Bluetooth, and accelerometer data to track transit trips while soliciting users\u2019 feedback on trip experience. Though not necessarily intended to replace traditional monitoring channels and processes, these data can complement official performance monitoring through a more real-time, customer-centric perspective. The pilot project operated publicly for 3 months on the Silver Line bus rapid transit in Boston, Massachusetts. Seventy-six participants completed the entrance survey; half of them actively participated and completed more than 500 questionnaires while on board either at the end of a trip, at the end of a day, or both. Participation was biased toward frequent Silver Line users, the majority of whom were white and of higher income. Indicative models of user-reported satisfaction reveal some interesting relationships, but the models can be improved by fusing the app-collected data with actual performance characteristics. Broader and more sustained user engagement remains a critical future challenge. <\/jats:p>","DOI":"10.3141\/2649-05","type":"journal-article","created":{"date-parts":[[2017,11,20]],"date-time":"2017-11-20T20:22:33Z","timestamp":1511209353000},"page":"42-51","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":9,"title":["Enabling Bus Transit Service Quality Co-Monitoring Through Smartphone-Based Platform"],"prefix":"10.1177","volume":"2649","author":[{"given":"Corinna","family":"Li","sequence":"first","affiliation":[{"name":"Department of Urban Studies and Planning, 77 Massachusetts Avenue 7-346, Massachusetts Institute of Technology, Cambridge, MA 02139"},{"name":"Flow, Inc., 10 Hudson Yards, New York, NY 10001"}]},{"given":"P. Christopher","family":"Zegras","sequence":"additional","affiliation":[{"name":"Department of Urban Studies and Planning, 77 Massachusetts Avenue 7-346, Massachusetts Institute of Technology, Cambridge, MA 02139"}]},{"given":"Fang","family":"Zhao","sequence":"additional","affiliation":[{"name":"Singapore\u2013Massachusetts Institute of Technology Alliance for Research and Technology, 1 CREATE Way, No. 09-01\/02 CREATE Tower, No. 01-13 Enterprise Wing, Singapore 138602"}]},{"given":"Zhengquan","family":"Qin","sequence":"additional","affiliation":[{"name":"Singapore\u2013Massachusetts Institute of Technology Alliance for Research and Technology, 1 CREATE Way, No. 09-01\/02 CREATE Tower, No. 01-13 Enterprise Wing, Singapore 138602"},{"name":"IBM Singapore, Block 541, Bukit Panjang Ring Road No. 16-857, S670541 Singapore"}]},{"given":"Ayesha","family":"Shahid","sequence":"additional","affiliation":[{"name":"Department of Urban Studies and Planning, 77 Massachusetts Avenue 7-346, Massachusetts Institute of Technology, Cambridge, MA 02139"}]},{"given":"Moshe","family":"Ben-Akiva","sequence":"additional","affiliation":[{"name":"Department of Civil Engineering, 77 Massachusetts Avenue 1-290, Massachusetts Institute of Technology, Cambridge, MA 02139"}]},{"given":"Francisco","family":"Pereira","sequence":"additional","affiliation":[{"name":"Transport Department, Technical University of Denmark, 115 Bygningstorvet, 2800 Kongens. Lyngby, Denmark"}]},{"given":"Jinhua","family":"Zhao","sequence":"additional","affiliation":[{"name":"Department of Urban Studies and Planning, 77 Massachusetts Avenue 7-346, Massachusetts Institute of Technology, Cambridge, MA 02139"}]}],"member":"179","published-online":{"date-parts":[[2017,1,1]]},"reference":[{"key":"bibr1-2649-05","doi-asserted-by":"crossref","unstructured":"PrahaladC. K., and RamaswamyV. Co-Creation Experiences: The Next Practice in Value Creation. Journal of Interactive Marketing, Vol. 18, No. 3, Jan. 2004, pp. 5\u201314. https:\/\/doi.org\/10.1002\/dir.20015.","DOI":"10.1002\/dir.20015"},{"key":"bibr2-2649-05","doi-asserted-by":"crossref","unstructured":"ClarkB. Y., BrudneyJ. L., and JangS.G. Coproduction of Government Services and the New Information Technology: Investigating the Distributional Biases. 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