Analysis of customer services in railway passenger stations using a holistic method - Application to Newcastle Central Station
In this paper, we look at the level of customer satisfaction as well as customer services in a passenger railway station. Specifically the objective of this paper is to develop and employ a simple method for analyzing the customer satisfaction in railway stations to help us identify ways for improvi...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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Silesian University of Technology
2014-10-01
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| Series: | Transport Problems |
| Subjects: | |
| Online Access: | http://transportproblems.polsl.pl/pl/Archiwum/2014/zeszytS/2014t9zS_05.pdf |
| _version_ | 1818155270782582784 |
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| author | Marin MARINOV Teresa LIMA Benjamin KÜHL Adam BOGACKI Caglar ONBASI |
| author_facet | Marin MARINOV Teresa LIMA Benjamin KÜHL Adam BOGACKI Caglar ONBASI |
| author_sort | Marin MARINOV |
| collection | DOAJ |
| description | In this paper, we look at the level of customer satisfaction as well as customer services in a passenger railway station. Specifically the objective of this paper is to develop and employ a simple method for analyzing the customer satisfaction in railway stations to help us identify ways for improving both the customer service and the station design. The method developed is applied for the purposes of Newcastle Central rail station. After having studied different approaches we used a survey to collect the necessary data for analysis. A comparison of the opinions of different categories of rail station users has been undertaken. As a result different areas for improvement have been identified. This paper can be seen as a starting point for further research on a detailed customer satisfaction analysis for Newcastle Central. |
| first_indexed | 2024-12-11T14:39:44Z |
| format | Article |
| id | doaj.art-f1e736598582488184d6da792935b91b |
| institution | Directory Open Access Journal |
| issn | 1896-0596 2300-861X |
| language | English |
| last_indexed | 2024-12-11T14:39:44Z |
| publishDate | 2014-10-01 |
| publisher | Silesian University of Technology |
| record_format | Article |
| series | Transport Problems |
| spelling | doaj.art-f1e736598582488184d6da792935b91b2022-12-22T01:01:59ZengSilesian University of TechnologyTransport Problems1896-05962300-861X2014-10-019SE6170Analysis of customer services in railway passenger stations using a holistic method - Application to Newcastle Central StationMarin MARINOV0Teresa LIMA1Benjamin KÜHL2Adam BOGACKI3Caglar ONBASI4NewRail – Centre for Railway Research, Newcastle University, School of Mechanical and Systems EngineeringInstítuto Superior Técnico, Universidade de LisboaTechnische Hochschule IngolstadtSilesian University of Technology, Faculty of TransportYıldız Teknik ÜniversitesiIn this paper, we look at the level of customer satisfaction as well as customer services in a passenger railway station. Specifically the objective of this paper is to develop and employ a simple method for analyzing the customer satisfaction in railway stations to help us identify ways for improving both the customer service and the station design. The method developed is applied for the purposes of Newcastle Central rail station. After having studied different approaches we used a survey to collect the necessary data for analysis. A comparison of the opinions of different categories of rail station users has been undertaken. As a result different areas for improvement have been identified. This paper can be seen as a starting point for further research on a detailed customer satisfaction analysis for Newcastle Central.http://transportproblems.polsl.pl/pl/Archiwum/2014/zeszytS/2014t9zS_05.pdfrailway stationcustomer satisfactioncustomer serviceimprovement |
| spellingShingle | Marin MARINOV Teresa LIMA Benjamin KÜHL Adam BOGACKI Caglar ONBASI Analysis of customer services in railway passenger stations using a holistic method - Application to Newcastle Central Station Transport Problems railway station customer satisfaction customer service improvement |
| title | Analysis of customer services in railway passenger stations using a holistic method - Application to Newcastle Central Station |
| title_full | Analysis of customer services in railway passenger stations using a holistic method - Application to Newcastle Central Station |
| title_fullStr | Analysis of customer services in railway passenger stations using a holistic method - Application to Newcastle Central Station |
| title_full_unstemmed | Analysis of customer services in railway passenger stations using a holistic method - Application to Newcastle Central Station |
| title_short | Analysis of customer services in railway passenger stations using a holistic method - Application to Newcastle Central Station |
| title_sort | analysis of customer services in railway passenger stations using a holistic method application to newcastle central station |
| topic | railway station customer satisfaction customer service improvement |
| url | http://transportproblems.polsl.pl/pl/Archiwum/2014/zeszytS/2014t9zS_05.pdf |
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