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Freeway Quality of Service: What Really Matters to Drivers and Passengers?

Although the concept of level of service for freeways is usually defined in terms of users’ perceptions, very few studies have sought drivers’ or passengers’ views about what is important to them. Such information is particularly important for the evaluation of extended trips on freeways as opposed to trips on a single section or segment. Such information is valuable not only for improving the Highway Capacity Manual but also for establishing appropriate criteria for assessment of intelligent transportation system proposals. The results of focus group sessions are reported in which a group of commuters discussed their views about determinants of the freeway quality of service that they experienced. Total travel time is the most important determinant for them, but a number of other aspects of the trip also matter, including safety, traveler information, and maneuverability (density). The importance of travel time is a reminder that travel is a derived demand, not something that commuters do for the pleasure of the drive.