Navigating Multi-Modal Public Transport Systems: Real Time Perceptions of Processual Usability Using Video Methodology
place - europe, ridership - mode choice, ridership - perceptions, mode - bus, mode - ferry, mode - rail, mode - tram/light rail, policy - disability
Service quality, Customer satisfaction, Usability, Accessibility, Proxemics, Video Methodology, Disabled travellers, Public transport
Collection of data of customer processes are difficult, due to its dynamic and complex nature. This study reports on some initial findings using a video-based methodology in collecting naturally occurring visual data of travellers using different modes of transport (bus, tram, train, boat, subway) in Stockholm City. The study involves able-bodied and disabled travellers (customers) and identifies environmental and processual factors that are critical for the passengers handling multimodal door-to-door trips.
Permission to publish the abstract has been given by Elsevier, copyright remains with them.
Echeverri, P. (2012). Navigating Multi-Modal Public Transport Systems: Real Time Perceptions of Processual Usability Using Video Methodology. Procedia - Social and Behavioral Sciences, Vol. 48, pp. 2211-2220.