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Using Customer Feedback in Public Transportation Systems

Stelzer, Anselmo ; Englert, Frank ; Hörold, Stephan ; Mayas, Cindy
IEEE (ed.) (2014):
Using Customer Feedback in Public Transportation Systems.
In: Advanced Logistics and Transport (ICALT), 2014 International Conference on , pp. 42-47, ISBN 978-1-4799-4839-6,
[Book Section]

Abstract

As recent studies have shown, compared to other sectors the customers of public transportation services are unsatisfied with regard to the service quality. One mayor source of the dissatisfaction is caused by missing or inconsistent information about the duration and route of planned trips in case of disruptions. Existing possibilities to interact with the transportation company generally does not lead to changes in the disruption management process. To overcome these limitations, we propose to use mobile communication techniques to transfer bi-directional information between the customer and the transportation company via an information platform. This allows to include on-site information from customers in operational decisions as well as fast and consistent information in case of plan changes. Therefore, our proposed solution allows structural process changes which would increase the customer satisfaction by means.

Item Type: Book Section
Erschienen: 2014
Creators: Stelzer, Anselmo ; Englert, Frank ; Hörold, Stephan ; Mayas, Cindy
Title: Using Customer Feedback in Public Transportation Systems
Language: English
Abstract:

As recent studies have shown, compared to other sectors the customers of public transportation services are unsatisfied with regard to the service quality. One mayor source of the dissatisfaction is caused by missing or inconsistent information about the duration and route of planned trips in case of disruptions. Existing possibilities to interact with the transportation company generally does not lead to changes in the disruption management process. To overcome these limitations, we propose to use mobile communication techniques to transfer bi-directional information between the customer and the transportation company via an information platform. This allows to include on-site information from customers in operational decisions as well as fast and consistent information in case of plan changes. Therefore, our proposed solution allows structural process changes which would increase the customer satisfaction by means.

Book Title: Advanced Logistics and Transport (ICALT), 2014 International Conference on
ISBN: 978-1-4799-4839-6
Divisions: 13 Department of Civil and Environmental Engineering Sciences > Institutes of Transportation > Institute for Railroad Systems and Technology
13 Department of Civil and Environmental Engineering Sciences > Institutes of Transportation
13 Department of Civil and Environmental Engineering Sciences
Date Deposited: 20 Jan 2015 08:23
URL / URN: http://ieeexplore.ieee.org/stamp/stamp.jsp?tp=&arnumber=6864...
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