Improving service quality in public transportation systems using automated customer feedback

Document Type

Journal Article

Publication Date


Subject Area

planning - service quality, planning - service improvement, planning - public consultation, planning - travel demand management, technology - intelligent transport systems, technology - passenger information, operations - reliability


Public transport, Dispatching, Customer feedback, Conflict, Service quality


In this paper the necessity for standardised automated information exchange between travellers and transportation company is evaluated to improve the service quality of public transport. Therefore the needs and expectations of transportation companies and travellers are defined and the usage of a novel approach for bidirectional information and communication systems in public transport is proposed. As a result, application scenarios for the usage of customer information are described and the advantages of this novel approach, especially for dispatching processes, are highlighted. Furthermore, the benefits for customers and transportation companies in regard to service quality are pointed out.


Permission to publish the abstract has been given by Elsevier, copyright remains with them.


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