What Commuters Really Value: Lessons from the EDSA Carousel Travel Experience Research
- TSE
- 3 days ago
- 3 min read
Updated: 1 day ago
Ms. Ann Camille Fajardo, MSCE, a Senior Transport Researcher at SafeTravelPH Mobility Innovations Organization, presented at the 16th International Conference of the Eastern Asia Society for Transportation Studies (EASTS 2025) held on September 1-4, 2025 in Surakarta, Indonesia, shed new light on how commuters in Metro Manila experience the EDSA Bus Carousel, the city's flagship corridor serving high-volume commuters daily.
The study was titled "Mind the Gap: Investigating the Relationship between Mode Transfer Quality Index (MTQI) and Passenger Mode Transfer Satisfaction Score (PMTSS) in the EDSA Busway, Philippines." This research highlights how infrastructure quality doesn't always translate to commuter satisfaction, emphasizing the importance of thermal comfort, less exposure to gas emissions, and connectivity in shaping the everyday experiences of passengers.
The Satisfaction Gap
The analysis compared infrastructure evaluations with passenger satisfaction scores. Results showed a clear mismatch: some infrastructure elements rated poorly did not always result in equally low satisfaction, while other high-rated elements failed to significantly raise satisfaction levels. This "gap" pointed to factors beyond infrastructure quality that shape the commuter experience.
The Role of Service Quality
The study found that service quality factors were critical in explaining this gap. Among these, exposure to gas emissions emerged as one of the most significant factors influencing commuter satisfaction.
Busway or carousel stations, other public transportation stops, and walkways are often located along congested corridors where idling buses, jeepneys, and private vehicles contribute to high concentrations of exhaust. For many passengers, even if the infrastructure itself appeared adequate, the discomfort and health risks from prolonged exposure to fumes overshadowed those improvements.
Other service quality aspects, such as grade separation of crossings, inconvenience to persons with limited mobility, and queue congestion, also played a role; however, air pollution exposure consistently ranked among the most pressing concerns.
What Commuters Value Most
The findings suggest that commuters evaluate their journeys holistically, considering both infrastructure and service conditions. Key factors influencing include:
Exposure to Gas Emissions: Clean air is not just an environmental goal but a commuter demand.
Thermal Comfort and Shade: Protection from heat and rain was consistently cited as a priority. Shaded walkways, covered waiting areas, and weather-protected station access were crucial for improving the commuting experience.
Proximity and Accessibility: Easy access to stations, particularly for senior citizens, persons with disabilities, and those carrying heavy loads, had a significant impact on overall satisfaction.
Policy and Design Implications
The results challenge traditional ways of measuring transport success. Indicators such as travel time savings and dwell time remain essential. Still, they do not fully capture the lived experience of commuters who face emissions, heat, or inaccessible and indirect routes.
For the EDSA Busway or Carousel, and for future transit corridors, policy recommendations include:
Integrating air quality management into station and corridor design.
Providing weather-protected and shaded pedestrian access.
Embedding inclusive design features for vulnerable groups.
Addressing both infrastructure quality and service quality together, rather than treating them as separate concerns.
Moving Forward
The EDSA Busway case illustrates that efficient infrastructure alone is insufficient to ensure commuter satisfaction. By acknowledging and addressing service quality issues, particularly exposure to gas emissions, public transport systems can move closer to being not just efficient, but also safe, inclusive, and genuinely people-centered.
