Improvement of Hi-Pass Users' Satisfaction Using Modified Importance Performance Analysis

M-IPA 기법을 이용한 하이패스 만족도 제고 방안

  • 최윤혁 (한국도로공사 도로교통연구원) ;
  • 고한검 (아주대학교 교통연구센터) ;
  • 윤일수 (아주대학교 교통시스템공학과) ;
  • 김동인 (한국도로공사)
  • Received : 2016.01.04
  • Accepted : 2016.02.04
  • Published : 2016.02.28


The electronic toll collection system(ETCS), is globally used in about 40 countries. In Korea, the Korea Expressway Corporation led the nationwide introduction of the ETC system in 2007 under the brand name of the Hi-pass. Since then, Hi-pass, with its rate of average daily use reaching about 70%, has become an essential facility in Korean expressways. To identify users' perception on Hi-pass (satisfaction, preference, etc.), this study conducted a Modified Importance-Performance Analysis (M-IPA). With this, this study attempted to identify the kind of efforts necessary to enhance current Hi-pass users' convenience and satisfaction. According to the result of M-IPA, the items including "non-stop payment" and "toll discount" are identified as key items that require further improvement. For improvement in the "non-stop payment" item, operations of Hi-pass toll booths appropriate for the demand for Hi-pass use and the selection of Hi-pass booths' locations in consideration of entry and exit lanes need to be improved. In addition, with regard to the "toll discount" item, although toll discount is currently provided to Hi-pass users, thus, PR thereof will have to be strengthened. It is expected that this study will be used as basic data to devise methods of enhancing Hi-pass usage through improvement of Hi-pass users' satisfaction.


Supported by : 한국연구재단


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