Abstract
The passenger transport sector in the European Union today is very customer-oriented. Transport operators have recognized that having a satisfied customer means a passenger will return to use the service again and so increase the overall income of the transport operator. In railway passenger transport over the last decade, there have been efforts to place the passenger in the focus of the railway transport process, but the overall effort has been very slow. The primary focus is usually on railway lines with great demand, especially high-speed train lines and national train lines. Various methodologies that support this effort are different methods of quality of transport services. Quality is a fundamental influence on services in passenger transport. One of the most useful methods for assessing the quality of service is surveys. Surveys can be done from the passenger point of view but also from the transport operator’s point of view. During the past decade the level of service on regional railway lines in Croatia is relatively stable with a trend towards downgrading the level of service. One of the observations is there is no regular assessment of services and no interaction with passengers. This paper presents the results of a survey-based quality assessment of passenger transport services on a regional line in the north-western part of Croatia where a comprehensive survey identified how to maintain the existing level of service, some proposals on how to improve the level of service are also presented.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Abramović B (2017) Passenger’s satisfaction on long distance terminals: case study city of Zagreb. Period Polytech Transp Eng 45(1):42–47. https://doi.org/10.3311/PPtr.9197
Abramović B, Nedeliakova E, Lukinić D (2015) Comparative analysis on providing the service in ic trains between Republic of Slovakia and Republic of Croatia. Int J Traffic Transp Eng 5(3):309–318. https://doi.org/10.7708/ijtte.2015.5(3).08
Černá L, Zitrický V, Daniš J (2017) The methodology of selecting the transport mode for companies on the Slovak transport market. Open Eng 7(1):6–13
Chang YH, Yeh CH (2002) A survey analysis of service quality for domestic airlines. Eur J Oper Res 139(1):166–177. https://doi.org/10.1016/S0377-2217(01)00148-5
De Oña R, Eboli L, Mazzulla G (2014) Key factors affecting rail service quality in the Northern Italy: a decision tree approach. Transport 29(1):75–83. https://doi.org/10.3846/16484142.2014.898216
Dedík M, Gašparík J, Záhumenská Z (2017) Quality assessment in the logistics of rail passenger transport. In: MATEC web of conferences. EDP sciences, vol 134, p 00009. https://doi.org/10.1051/matecconf/201713400009
Dell’Olio L, Ibeas A, Ceca P (2011) The quality of service desired by public transport users. Transp Policy 18(1):217–227. https://doi.org/10.1016/j.tranpol.2010.08.005
Dolinayova A (2011) Factors and determinants of modal split in passenger transport. Horiz Railw Transp Sci Pap 2(1):33–39
Dolinayova A (2018) Possibilities to quantify fixed costs for long-distance and regional railway passenger transport. In: Proceedings of ICTTE 2018. University of Belgrade
Dolinayova A, Danis J, Cerna L (2019) Regional railways transport—effectiveness of the regional railway line. In: Fraszczyk A, Marinov M (eds) Sustainable rail transport. Lecture notes in mobility. Springer. https://doi.org/10.1007/978-3-319-78544-8_10
European Commission (2011) Roadmap to a single european transport area: towards a competitive and resource efficient transport system: White Paper. Publications Office of the European Union
Gašparík J, Stopka O, Pečený L (2015) Quality evaluation in regional passenger rail transport. Naše More 62(3):114–118. https://doi.org/10.17818/NM/2015/SI5
Krapina–Zagorje County (Krapinsko zagorska županija) (2018) Available from the Internet: www.kzz.hr
Lalive R, Luechinger S, Schmutzler A (2013) Does supporting passenger railways reduce road traffic externalities?. CEPR discussion paper no. DP9335. Available at SSRN: https://ssrn.com/abstract=2215454
Marinov M, Lima T, Kuhl B, Bogacki A, Onbasi C (2014) Analysis of customer services in railway passenger stations using a holistic method-application to Newcastle Central station. Transport Problems, 9(S):61–71
Network statement (2018) HŽ Infrastrucutre Ltd. Available from the Internet: http://www.eng.hzinfra.hr/wp-content/uploads/2018/06/2018-Network-Statement-I.-II.-and-III.-modification.pdf
Richardson AJ, Ampt ES, Meyburg AH (1995) Survey methods for transport planning. Eucalyptus Press and University of Melbourne, Parkville, p 475
Rüger B (2019) Influence of passenger behaviour on railway-station infrastructure. In: Fraszczyk A, Marinov M (eds) Sustainable rail transport. Lecture Notes in Mobility. Springer https://doi.org/10.1007/978-3-319-78544-8_8
Saputra AD (2010) Analysis of train passenger responses on provided services (Case study PT. Kereta Api Indonesia and Statens Jarnvargar (SJ) AB Sweden). Master’s thesis. Karlstads Universitet. 127 p
Stoilova S (2018) Study of railway passenger transport in the European Union. Tehnički vjesnik 25(2):587–595. https://doi.org/10.17559/TV-20160926152630
Tyrinopoulos Y, Aifadopoulou G (2008) A complete methodology for the quality control of passenger services in the public transport business. Eur Transp/Trasp Eur 38(2008):1–16
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Appendix: Survey Questions
Appendix: Survey Questions
Questions | Questions types | |
---|---|---|
1 | Date | Numeric |
2 | Train number | Numeric |
3 | Sex | Single choice |
4 | Age | Numeric |
5 | Highest level of education | Single choice |
6 | Average monthly income | Single choice |
7 | Origin | Free text input |
8 | How you have reach your origin | Single choice |
9 | Destination | Free text input |
10 | How you proceed from your destination? | Single choice |
11 | Purpose of the journey | Single choice |
12 | Specify the reasons why you use the rail as a means of transport? | Multiple choice |
13 | How often do you travel on trains? | Numeric |
14 | Travel comfort | Numeric |
15 | Trip time | Numeric |
16 | How do you rate the number of available seating areas? | Numeric |
17 | Trip price | Numeric |
18 | Way of buying the ticket | Numeric |
19 | Station staff | Numeric |
20 | Train staff | Numeric |
21 | Punctuality | Numeric |
22 | Frequency of departure | Numeric |
23 | How does the timetable line fit your needs? | Numeric |
24 | Train information system | Numeric |
25 | Wi-Fi | Single choice |
26 | Ecology | Single choice |
27 | Will you use integrated ticket | Single choice |
Rights and permissions
Copyright information
© 2020 Springer Nature Switzerland AG
About this chapter
Cite this chapter
Abramović, B., Šipuš, D. (2020). Quality Assessment of Regional Railway Passenger Transport. In: Marinov, M., Piip, J. (eds) Sustainable Rail Transport. Lecture Notes in Mobility. Springer, Cham. https://doi.org/10.1007/978-3-030-19519-9_2
Download citation
DOI: https://doi.org/10.1007/978-3-030-19519-9_2
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-19518-2
Online ISBN: 978-3-030-19519-9
eBook Packages: EngineeringEngineering (R0)