Importance – Performance Analysis in assessing LoS (Level of Service): A study on the ferry service of Kolkata-Howrah twin city

Abstract

The ferry service connecting Kolkata and Howrah, a historically significant mass transit system, possesses considerable potential to alleviate congestion and reduce travel time for passengers. Nevertheless, its reach is still limited when compared to road-based transportation, which underscores a troubling disparity. Ferries are frequently utilized not as a preferred travel option but rather out of necessity due to the presence of river barriers. By employing the Importance-Performance Analysis method, an assessment of passenger demand and service functionality has been conducted. The findings indicate significant shortcomings in both the terminals and the vessels. To revitalize the system, it is crucial to tackle these issues at the grassroots level. Focusing on minor enhancements prior to executing large-scale modifications could prove particularly beneficial in rejuvenating this vital mode of transport.