ABSTRACT

Level-of-service (LOS) is a key index that reflects the operational condition of the toll-plaza. Although it has been observed that the developed countries have a very effective system at the toll plazas; but, the developing countries are still struggling to achieve the properly managed system that could improve the customer satisfaction at toll plazas. Hence, a sample of 1431 respondents has been collected at four toll plazas located in India and analyzed, for users' perceived LOS. The ordered probit model was developed and the results show that humps at tollbooth is a highly influencing variable. The study results reveal that the users not only consider delay but also a multitude of factors such as age, education, experience, frequency, aesthetics etc. while evaluating the users' perceived LOS at toll plazas. The results obtained from the present study portrays that all significant factors need to be considered when planning of toll plazas.