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THE UNIVERSITY OF ADELAIDE
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Publication Details

TitleThe customer experience when using public transport: a review
AuthorsHutchinson TP
Year2009
TypeJournal Article
AbstractThis review offers comments on some of the less quantitative aspects of the quality of customer service in public transport. Examples of failings of transport operators and their staff are given, and it is noted what a great range of issues matter to passengers and therefore need to be managed by operators. The paper provides a discussion on the size of both vehicles and operating organisations, and the relevance of these factors to keeping in touch with customers, access, waiting and interchange issues and the public viewing other members of the public negatively. A contrast exists between the viewpoints of operators and the public; however, methods for recording passengers’ experiences are available and there have been attempts to develop theories that connect server action, via attitude, with future customer behaviour. It is noteworthy that the relevant research is widely dispersed over many different disciplines and many different journals.
ISSN0965-0903
Journal TitleInstitution of Civil Engineers Proceedings - Municipal Engineer
Journal Volume (Issue)162(3)
Page Range149-157
NotesProceedings of the ICE - Municipal Engineer

Reference
Hutchinson TP (2009) 'The customer experience when using public transport: a review', Institution of Civil Engineers Proceedings - Municipal Engineer, 162(3), pp 149-157.