Observatorio de I+D+i UPM

Memorias de investigación
Research Publications in journals:
New QR Survey Methodologies to Analyze User Perception of Service Quality in Public Transport: The Experience of Madrid
Year:2015
Research Areas
  • Transport
Information
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.
International
Si
JCR
Si
Title
Journal of Public Transportation
ISBN
1077-291X
Impact factor JCR
0,414
Impact info
Volume
18
Journal number
3
From page
1
To page
18
Month
SIN MES
Ranking
Participants
  • Autor: Begoña Guirao Abad (UPM)
  • Autor: Antonio García Pastor (Consorcio Regional de Transportes de Madrid)
  • Autor: Maria Eugenia Lopez Lambas (UPM)
  • Autor: Carlos Acha (Alsa Group)
  • Autor: Julio Comendador (Universidad Politécnica de Madrid)
Research Group, Departaments and Institutes related
  • Creador: Centro o Instituto I+D+i: Centro de Investigación del Transporte
  • Departamento: Ingeniería Civil: Transporte y Territorio
S2i 2019 Observatorio de investigación @ UPM con la colaboración del Consejo Social UPM
Cofinanciación del MINECO en el marco del Programa INNCIDE 2011 (OTR-2011-0236)
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