A methodology for evaluating satisfaction with high-speed train services: A case study in Turkey

Alpu, Ozlem

doi:10.1016/j.tranpol.2015.08.004

Cited by 36 publications

(21 citation statements)

References 18 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…For the consideration of potential and existing users of new services regarding high-speed lines, user satisfaction methods applying factor analyses are used [40]. A factor analysis in Reference [41] identifies the components of rail system specifically related only to the service provided on platforms which is very important for local conditions.…”

Section: Authormentioning

confidence: 99%

“…This aspect is described with service elements introduced to affect the closest practicable match between the standard service and the requirements of any individual customer, special need and different kind of support, availability of staff, assistance for people with reduced mobility and disabled, price integration, provided services, behaviour and respond of staff, understanding, cheaper transport for PRM, Complaint, cost and tariffs, performance of service, food facilities, medical staff, handling service problems, effectiveness of response, prepare written messages. [13][14][15][16]40,43,54,[56][57][58] 6 Comfort…”

Section: Service Quality Criteriamentioning

confidence: 99%

“…This aspect is described with service elements introduced for the purpose of making PPT journeys relaxing and pleasurable, smoothness of ride and stops, air conditioning, crowding on board, smoothness of ride, provision of internet service, comfort of journey. [13][14][15][16]40,55,57] 7 Security…”

Section: Service Quality Criteriamentioning

confidence: 99%

“…This aspect is described with sense of personal protection experienced by customers, derived from the actual measures implemented and from activity designed to ensure that customers are aware of those measures, behaviour of staff, safety from crime, safe speed, security of slipping and falling, aggression, sense against accidents. [13][14][15][16]40,43,54,57] 8…”

Section: Service Quality Criteriamentioning

confidence: 99%

“…Basic description of the criteria by groups.This aspect is described with the service offered in terms of geography, time, frequency and punctuality, regularity, transport mode and connections, passenger and parking facilities, bicycle transport on board, phone and WI-FI, number of elevators, escalators and mowing walkways, shops, café restaurants, cash machines, availability of information, shelters, seats, working hours [13][14][15][16]40,[53][54][55][56]. 2 AccessibilityThis aspect is described with interface in and with other transport modes, easy movement inside interchange, appropriate facilities at stations, colour contrast, tactile surfacing, easy recognition, barrier free path and entrance, glass doors with contrasting strip, emergency routes, TTY devices, Braille audio documents and facilities, ramps with adequate slope, easy sign and buttons, adequate handrails, slip resistance, parking, physical condition of station area, easy opening doors on vehicles, operations of moving equipment, easy access from street to station, standardized design, free corridors, marking operational control, ticket sales point adopted to PRM, seating places for wheelchair users, toilets [13,14,43,[53][54][55][57][58][59][60].…”

mentioning

confidence: 99%

See 4 more Smart Citations

A New Model for Defining the Criteria of Service Quality in Rail Transport: The Full Consistency Method Based on a Rough Power Heronian Aggregator

Dordević¹,

Stojić

Stević

et al. 2019

Symmetry

View full text Add to dashboard Cite

The European standard on transport logistics and services in public passenger transport EN 13816 is based on a relationship between the perception of users and transport carriers throughout the groups of criteria taken as a basis for observation in this paper. The constant development and improvement of services in order to achieve sustainability of passenger transport is an imperative on the one hand and a challenge on the other. This is highly evident in persons with disabilities who are faced with many physical and social barriers related to access to rail transport. In this paper, a new model for the selection of criteria for the quality of passenger service in rail transport, from the perspective of persons with disabilities as the main category of passengers, has been created. The survey has covered 168 criteria classified in several groups and the entire territory of Serbia. In order to select the most important criteria, a new model that implies the integration of Full Consistency Method and a Rough Power Heronian aggregator has been developed. The development of a new aggregator enables more accurate decision-making in the process of group decision-making. The results obtained in this paper show that the most important criteria according to importance are Accessibility, Availability, Security, Time, Customer care, Information, Comfort, Environmental impact. Based on the criteria obtained for the service quality of rail transport for persons with disabilities, railway carriers will be able to change and improve the existing services, content, characteristics, equipment of railway stations and vehicles.

show abstract

Section: Authormentioning

confidence: 99%