From KPIs to operationalising the quality of the passenger experience

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

Andree Woodcock, Marco Diane and Andre Duarte provide a list of variables for each of the KPIs developed in the project, which can then be used to develop survey instruments. It is suggested that each of the variables is turned into five point Likert type scale questions, which will then enable easy comparison with the benchmarking scores. These have been grouped in accordance with different levels of intervention and so as to align them with different transport modes, user groups and journey stages. For example, super quality indicators (SQI) are concerned with a high level of evaluation at city or operational level.
Original languageEnglish
Title of host publicationDesigning Mobility and Transport Services: Developing traveller experience tools
EditorsMichael Tovey, Andree Woodcock, Jane Osmond
Place of PublicationOxon
PublisherRoutledge
Chapter12
Pages177-192
Number of pages16
Edition1
ISBN (Print)9781472478467
DOIs
Publication statusPublished - 2017

Bibliographical note

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