New QR Survey Methodologies to Analyze User Perception of Service Quality in Public Transport: The Experience of Madrid

Guirao Abad, Begoña and García Pastor, Antonio and López Lambas, María Eugenia and Acha, Carlos and Comendador Arquero, Julio (2015). New QR Survey Methodologies to Analyze User Perception of Service Quality in Public Transport: The Experience of Madrid. "Journal of Public Transportation", v. 18 (n. 3); pp. 71-88. ISSN 1077-291X. https://doi.org/10.5038/2375-0901.18.3.5.

Description

Title: New QR Survey Methodologies to Analyze User Perception of Service Quality in Public Transport: The Experience of Madrid
Author/s:
  • Guirao Abad, Begoña
  • García Pastor, Antonio
  • López Lambas, María Eugenia
  • Acha, Carlos
  • Comendador Arquero, Julio
Item Type: Article
Título de Revista/Publicación: Journal of Public Transportation
Date: 2015
ISSN: 1077-291X
Volume: 18
Subjects:
Freetext Keywords: Public transport; Quality surveys; User perception; Information and Communication Technologies; ICTs; Quick Response codes; QR codes
Faculty: E.T.S.I. Caminos, Canales y Puertos (UPM)
Department: Ingeniería Civil: Transporte y Territorio
Creative Commons Licenses: Recognition - No derivative works - Non commercial

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Abstract

Customer Satisfaction Surveys (CSS) have become an important tool for public transport planners, as improvements in the perceived quality of service lead to greater use of public transport and lower traffic pollution. Until now, Intelligent Transportation System (ITS) enhancements in public transport have traditionally included fleet management systems based on Automatic Vehicle Location (AVL) technologies, which can be used to optimize routing and scheduling, and to feed real-time information into passenger information channels. However, surveys of public transport users could also benefit from the new information technologies. As most customers carry their smartphones when traveling, Quick Response (QR) codes open up the possibility of conducting these surveys at a lower cost.This paper contributes to the limited existing literature by developing the analysis of QR codes applied to CSS in public transport and highlighting their importance in reducing the cost of data collection and processing. The added value of this research is that it provides the first assessment of a real case study in Madrid (Spain) using QR codes for this purpose. This pilot experience was part of a research project analyzing bus service quality in the same case study, so the QR code survey (155 valid questionnaires) was validated using a conventional face-to-face survey (520 valid questionnaires). The results show clearly that, after overcoming a few teething troubles, this QR code application will ultimately provide transport management with a useful tool to reduce survey costs

More information

Item ID: 38743
DC Identifier: http://oa.upm.es/38743/
OAI Identifier: oai:oa.upm.es:38743
DOI: 10.5038/2375-0901.18.3.5
Official URL: https://scholarcommons.usf.edu/jpt/vol18/iss3/5/
Deposited by: Memoria Investigacion
Deposited on: 14 Dec 2015 15:57
Last Modified: 03 Jun 2019 16:51
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