Improving service quality in public transportation systems using automated customer feedback
Anselmo Stelzer,
Frank Englert,
Stephan Hörold and
Cindy Mayas
Transportation Research Part E: Logistics and Transportation Review, 2016, vol. 89, issue C, 259-271
Abstract:
In this paper the necessity for standardised automated information exchange between travellers and transportation company is evaluated to improve the service quality of public transport. Therefore the needs and expectations of transportation companies and travellers are defined and the usage of a novel approach for bidirectional information and communication systems in public transport is proposed. As a result, application scenarios for the usage of customer information are described and the advantages of this novel approach, especially for dispatching processes, are highlighted. Furthermore, the benefits for customers and transportation companies in regard to service quality are pointed out.
Keywords: Public transport; Dispatching; Customer feedback; Conflict; Service quality (search for similar items in EconPapers)
Date: 2016
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (7)
Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S1366554515001118
Full text for ScienceDirect subscribers only
Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
HTML/Text
Persistent link: https://EconPapers.repec.org/RePEc:eee:transe:v:89:y:2016:i:c:p:259-271
Ordering information: This journal article can be ordered from
http://www.elsevier.com/wps/find/journaldescription.cws_home/600244/bibliographic
http://www.elsevier. ... 600244/bibliographic
DOI: 10.1016/j.tre.2015.05.010
Access Statistics for this article
Transportation Research Part E: Logistics and Transportation Review is currently edited by W. Talley
More articles in Transportation Research Part E: Logistics and Transportation Review from Elsevier
Bibliographic data for series maintained by Catherine Liu ().