The VTI National Transport Library Catalogue

Organisation of markets and marketing in public transportation Haglund, Lars

By: Haglund, LarsPublication details: Lunds universitet. Tekniska högskolan, 2000; Teknik och samhälle. Trafikplanering, ; Bulletin, Description: nr 187:1, s. 159-68Subject(s): Sweden | Conference | Public transport | Passenger | Contract | Transport operator | Marketing | Method | 111Online resources: Publikation/Publication Bibl.nr: VTI P1494:187:1Location: Abstract: Various techniques for measuring customer satisfaction/dissatisfaction have been developed in the field of marketing since the 1960s. In the Swedish public transportation sector, individual service providers have measured customer satisfaction since the early 1990s. In 1996, the first National Customer Barometer was carried out, i.e. a standardised survey measuring customer satisfaction in the field of public transportation. Since this first study two more annual surveys have been carried out. In the project the use of customer satisfaction measurements in public transportation is analysed. The link between the type of organisation/contract that is used in the public transportation system and the collection and the use of customer information is analysed and discussed. The study is based on surveys 1995, 1996 and 1998 with regional and city transport authorities using mail and personal interviews. Results show that the use of customer studies in the Swedish public transportation sector is growing. The number of operators that take part in the National Customer Barometer is increasing. Operators that have selected not to take part in the Barometer have in many cases been doing similar studies of their own. Many of these studies are collecting data directly after the travel experience, compared to the Barometer that use telephone interviewing with the general public. The efficient use of information and the division of responsibility between the organisations in the distribution channel of public transport, i. e. between the transport authority and the transport operators, will become more important in the future.
Item type: Reports, conferences, monographs
Holdings: VTI P1494:187:1

Various techniques for measuring customer satisfaction/dissatisfaction have been developed in the field of marketing since the 1960s. In the Swedish public transportation sector, individual service providers have measured customer satisfaction since the early 1990s. In 1996, the first National Customer Barometer was carried out, i.e. a standardised survey measuring customer satisfaction in the field of public transportation. Since this first study two more annual surveys have been carried out. In the project the use of customer satisfaction measurements in public transportation is analysed. The link between the type of organisation/contract that is used in the public transportation system and the collection and the use of customer information is analysed and discussed. The study is based on surveys 1995, 1996 and 1998 with regional and city transport authorities using mail and personal interviews. Results show that the use of customer studies in the Swedish public transportation sector is growing. The number of operators that take part in the National Customer Barometer is increasing. Operators that have selected not to take part in the Barometer have in many cases been doing similar studies of their own. Many of these studies are collecting data directly after the travel experience, compared to the Barometer that use telephone interviewing with the general public. The efficient use of information and the division of responsibility between the organisations in the distribution channel of public transport, i. e. between the transport authority and the transport operators, will become more important in the future.

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