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Improving service quality in public transportation systems using automated customer feedback

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  • Stelzer, Anselmo
  • Englert, Frank
  • Hörold, Stephan
  • Mayas, Cindy

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.

Suggested Citation

  • Stelzer, Anselmo & Englert, Frank & Hörold, Stephan & Mayas, Cindy, 2016. "Improving service quality in public transportation systems using automated customer feedback," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 89(C), pages 259-271.
    • Handle: RePEc:eee:transe:v:89:y:2016:i:c:p:259-271
    DOI: 10.1016/j.tre.2015.05.010
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    References listed on IDEAS

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    Cited by:

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    2. Lin, Zhibin & Vlachos, Ilias, 2018. "An advanced analytical framework for improving customer satisfaction: A case of air passengers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 114(C), pages 185-195.
    3. Chang, Victor, 2021. "An ethical framework for big data and smart cities," Technological Forecasting and Social Change, Elsevier, vol. 165(C).
    4. Nassereddine, M. & Eskandari, H., 2017. "An integrated MCDM approach to evaluate public transportation systems in Tehran," Transportation Research Part A: Policy and Practice, Elsevier, vol. 106(C), pages 427-439.
    5. Åse Jevinger & Jan A. Persson, 2019. "Potentials of Context-Aware Travel Support during Unplanned Public Transport Disturbances," Sustainability, MDPI, vol. 11(6), pages 1-20, March.
    6. Daniels, Margaret J. & Harmon, Laurlyn K. & Vese, Rodney & Park, Minkyung & Brayley, Russell E., 2018. "Spatial dynamics of tour bus transport within urban destinations," Tourism Management, Elsevier, vol. 64(C), pages 129-141.

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