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Systematic improvement of customer satisfaction for passengers with special mobility needs

Schnieder, Lars and Ademeit, Anna-Maria and Barrilero, Marta and Schlüter, Nadine and Nicklas, Jan-Peter Georg and Starzynska, Beata and Diakun, Jacek and Kujawinska, Agnieszka and Winzer, Petra (2015) Systematic improvement of customer satisfaction for passengers with special mobility needs. In: Urban Transport 2015, 21st International Conference on Urban Transport and the Environment. Urban Transport 2015, 21st International Conference on Urban Transport and the Environment, 02.-04. Juni 2015, Valencia, Spanien.

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Abstract

Public transport operators have to focus on a public transport system, which is inclusive and fair to all groups of society. This requires a new holistic approach reflecting the user and the service provider perspectives. The overall objective is an unrestricted use of a fully integrated cross modal public transportation along the complete mobility chain. Unrestricted use of the public transport system can be facilitated with travel assistance applications for smartphones. In addition to this every mobility-chain needs to be accompanied by an information chain. The information provided needs to be up to date, relevant to the specific context of the user, correct and understandable. This paper presents the innovative concept of the transnational project “accessible and inclusive mobility for all with individual travel assistance” (aim4it). The project aims towards a holistic travel companion design, which provides value-added services for passenger with special mobility needs. The assistance functions are accompanied by suitable evaluation algorithms for customer feedback. An innovative systematic evaluation of customer feedback allows for continuous improvement activities of the public transport operators. Results of the project will be practically demonstrated in close cooperation with the local public transport operators in the cities of Vienna (Austria) and Karlsruhe (Germany).

Item URL in elib:https://elib.dlr.de/96640/
Document Type:Conference or Workshop Item (Speech)
Title:Systematic improvement of customer satisfaction for passengers with special mobility needs
Authors:
AuthorsInstitution or Email of AuthorsAuthors ORCID iD
Schnieder, Larslars.schnieder (at) dlr.deUNSPECIFIED
Ademeit, Anna-Mariaanna-maria.ademeit (at) dlr.deUNSPECIFIED
Barrilero, Martamarta.barrilerogil (at) dlr.deUNSPECIFIED
Schlüter, NadineBergische Universität WuppertalUNSPECIFIED
Nicklas, Jan-Peter GeorgBergische Universität WuppertalUNSPECIFIED
Starzynska, Beatabeata.starzynska (at) put.poznan.plUNSPECIFIED
Diakun, Jacekjacek.diakun (at) put.poznan.plUNSPECIFIED
Kujawinska, Agnieszkaagnieszka.kujawinska (at) put.pl.UNSPECIFIED
Winzer, Petrawinzer (at) uni-wuppertal.deUNSPECIFIED
Date:2 June 2015
Journal or Publication Title:Urban Transport 2015, 21st International Conference on Urban Transport and the Environment
Refereed publication:Yes
Open Access:Yes
Gold Open Access:No
In SCOPUS:No
In ISI Web of Science:No
Status:Published
Keywords:continuous improvement, service quality, travel assistance
Event Title:Urban Transport 2015, 21st International Conference on Urban Transport and the Environment
Event Location:Valencia, Spanien
Event Type:international Conference
Event Dates:02.-04. Juni 2015
Organizer:Wessex Institute
HGF - Research field:Aeronautics, Space and Transport
HGF - Program:Transport
HGF - Program Themes:Transport System
DLR - Research area:Transport
DLR - Program:V VS - Verkehrssystem
DLR - Research theme (Project):V - Urbane Mobilität (old)
Location: Braunschweig
Institutes and Institutions:Institute of Transportation Systems > Anwendungsplattform Intelligente Mobilität
Deposited By: Schnieder, Lars
Deposited On:16 Jun 2015 13:09
Last Modified:31 Jul 2019 19:53

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