Defining TransMilenio Users’ Value and Satisfaction through the Lean Thinking Approach

Abstract

Bogota is witnessing a steady decline in the user satisfaction for its Bus Rapid Transit (BRT) system. On a one to five point scale, general satisfaction with the system, known as TransMilenio, has fallen from 4.60 in 2001 to 2.62 in 2016. This paper analyzes what is happening to TransMilenio user satisfaction by defining the “Value Concept” within the principles of the “Lean thinking” approach. Qualitative research techniques were used to identify factors that are important to users with regard to what they expect to receive from the system. Quantitative data were collected through an in-person survey of a representative random sample of TransMilenio riders. These data were used in a linear regression model to gain meaningful insights into factors that determine levels of satisfaction for TransMilenio users. The results show that six factors explain user satisfaction. From these results, this investigation proposes that the main efforts of TransMilenio should be in line with riders’ expectations. Our findings can help TransMilenio understand its shortcomings and shed light on how to prevent service declines in other BRT systems modeled on that of Bogota.