Improving railway passengers experience: Two perspectives

Mark van Hagen, Niels van Oort

Research output: Chapter in Book/Conference proceedings/Edited volumeConference contributionScientificpeer-review

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Abstract

This paper describes two perspectives to improve the passenger experience. The passenger satisfaction pyramid is introduced, consisting of the base of the pyramid (dissatisfiers) focusing on time well saved and the top of the pyramid (satisfiers) aiming at time well spent. The challenge in planning and design of public transport services is to find the most efficient (set of) design choices. Depending on the context this might either mean focusing on the top or on the bottom of the pyramid. We found that influencing and enhancing the qualities of the satisfiers is far more important than traditional studies showed us. For stations, regression analyses show that dissatisfiers are responsible for explaining almost half of the total score of the station and satisfiers are responsible for the other half of the scores passengers give for the station. We still have to put a lot of energy in getting the basics right, starting in the planning phase, but then we are not allowed to lean back. We have to keep investing in qualities like ambience, comfort and experience which makes the customers truly happy at the end of the day.
Original languageEnglish
Title of host publicationProceedings of CASPT 2018
Subtitle of host publication23-25 July, Brisbane, Australia
Number of pages19
Publication statusPublished - 2018
EventCaspt 2018: 14th Conference on Advanced Systems in Public Transport and TransitData 2018 - Brisbane Convention and Exhibition Centre, Brisbane, Australia
Duration: 23 Jul 201825 Jul 2018
Conference number: 14

Conference

ConferenceCaspt 2018: 14th Conference on Advanced Systems in Public Transport and TransitData 2018
Abbreviated titleCASPT 2018
CountryAustralia
CityBrisbane
Period23/07/1825/07/18

Keywords

  • Passenger experience
  • Service reliability
  • Perception
  • Behaviour

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