Stress + Real Time Information
Of those who indicated they use OneBusAway, their comments were also directed toward their aggravation level since using OneBusAway.
Of the 25 who commented about their aggravation, 19 (76%) indicated that they are less frustratedand 5 (20%) indicated that they are equally frustrated as before using OneBusAway.
One person responded that they are more frustrated when OneBusAway shows that the bus was late and less frustrated when it shows the bus is on time. Other comments received include:
‘‘Before OneBusAway, my average aggravation would have been a 9. I definitely use the bus more often. I can plan around the bus with OneBusAway.’’
‘‘OneBusAway improves the fluidity of moving. I have less anger and I manage my time better as a result. I am more relaxed on the bus.’’ pg 846
A critical finding of this study is that mobile real-time information reduces the actual wait time experienced by
customers. pg. 847
Source: Where Is My Bus? Impact of mobile real-time information on the perceived and actual wait time of transit riders by Watkins, K.E., Ferris, B., Alan, B., Scott Rutherford, G., & Layton, D.
