Customer Requirements for Public Mass Transport During the COVID-19 Pandemic

Abstract

In today’s rapidly changing business environment, it is important for a company to succeed. This applies to companies that produce goods as well as to those that provide services, and public transport is not different. Nowadays, people prefer individual transport. In the Slovak Republic, individual transport is perceived as an expression of personal prestige and freedom. On the other hand, however, it places a heavy burden on road infrastructure and has a great impact on the environment. In this paper, the authors aim to present the information obtained through a questionnaire survey focused on customer satisfaction and preferences in public mass transport in the context of the COVID-19 pandemic. As part of the statistical evaluation, the interdependence of two quantitative variables (ownership of a passenger car versus the purpose of the public mass transport customer’s trip) will be observed. Based on the research results, customer requirements and preferences were summarized and can be used by management of companies as a valuable basis for managerial decision-making and communication towards customers.

Modelling of Passenger Satisfaction and Reuse Intention with Monorail Services in Kuala Lumpur, Malaysia: A Hybrid SEM-ANN Approach

“…The public avoided crowded spaces, including public transport, due to the fear of contracting the illness. Remote working also contributed to reduced usage of public transport [18]. The ridership statistics and reported findings of previous studies revealed that the primary concern in this research area was the low rate of railway ridership.…”

“…The COVID-19 pandemic significantly reduced the ridership of the Kuala Lumpur monorail service to 4,226,329 in 2021 and 7,143,534 in 2022 [14]. The movement restriction, Conditional Movement Control Order (CMCO) and Recovery Movement Control Order (RMCO) implemented by governments across the globe to prevent the spread of the virus transmission during the COVID-19 pandemic had a similar impact on public transport performance in other countries, such as Italy [17], Slovakia [18,19], Thailand [20], Bangladesh [21], and others [22]. The public avoided crowded spaces, including public transport, due to the fear of contracting the illness.…”