Navigating Multi-modal Public Transport Systems: Real time perceptions of processual usability using video methodology

被引：0

作者：

Echeverri, Per ^{[1
]}

机构：

[1] Karlstad Univ, CTF Serv Res Ctr, SAMOT Vinn Excellence Ctr, Fac Econ Sci Commun & IT, S-65188 Karlstad, Sweden

来源：

TRANSPORT RESEARCH ARENA 2012 | 2012年 / 48卷

关键词：

Service quality; Customer satisfaction; Usability; Accessibility; Proxemics; Video Methodology; Disabled travellers; Public transport; SERVICESCAPES; ENVIRONMENT;

D O I：

10.1016/j.sbspro.2012.06.1194

中图分类号：

U [交通运输];

学科分类号：

08 ; 0823 ;

摘要：

Collection of data of customer processes are difficult, due to its dynamic and complex nature. This study reports on some initial findings using a video-based methodology in collecting naturally occurring visual data of travellers using different modes of transport (bus, tram, train, boat, subway) in Stockholm City. The study involves able-bodied and disabled travellers (customers) and identifies environmental and processual factors that are critical for the passengers handling multimodal door-to-door trips. (C) 2012 Published by Elsevier Ltd. Selection and/or peer review under responsibility of the Programme Committee of the Transport Research Arena 2012

引用

页码：2211 / 2220

页数：10