Evaluation of Platform Level of Service Based on Acceptance Distance and User Perception at A Commuter Rail Station

Abstract

Rapid urbanisation and increasing passenger demand in metropolitan areas have intensified pressure on commuter rail station platforms, particularly in densely populated cities such as those within the Jakarta Metropolitan Area. This condition frequently leads to overcrowding, which affects passenger comfort, safety, and perceived service quality. However, existing Level of Service (LOS) frameworks primarily rely on technical density measures and do not fully capture user perceptions of crowding conditions. This study therefore aims to analyse passenger acceptance of platform crowding and determine the critical density threshold that reflects the transition between acceptable and unacceptable conditions. The research employs a stated preference survey involving 297 respondents at Depok Commuter Station, generating 2,970 observations. Data were analysed using binary logistic regression to model the relationship between passenger density and acceptance probability. The results show that passenger density significantly influences acceptance levels, with a negative relationship indicating that higher density reduces acceptance probability. The critical density was identified at 6.70 passengers/m², corresponding to an acceptance distance of 0.386 metres. These findings demonstrate a gap between theoretical LOS standards and actual passenger perceptions. In conclusion, integrating user perception into crowding evaluation provides a more accurate and human-centred assessment of platform service quality. The study contributes to transit planning by offering empirical thresholds for crowd management and station design improvements.