Analysis of customer services in railway passengercstations using a holistic method - application to Newcastle Central station

• Autorzy: Marinov M. , Lima T. , Kuhl B. , Bogacki A. , Onbasi C.

Warianty tytułu

DE

Analyse der Kundenservice eines Personen-Bahnhofs im ZUGVERKEHR mit einer ganzheitlichen methode – anwendung für den Hauptbahnhof von Newcastle Upon Tyne

• Języki publikacji: EN

Abstrakty

EN

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.

DE

In dieser Arbeit werden wir mit Blick auf die wachsende Nachfrage im Personenzugverkehr einen Bahnhof auf Kundenservice und Kundenzufriedenheit untersuchen. Das Ziel dieser Arbeit sind die Entwicklung einer vereinfachten Methode, um die Kundenzufriedenheit zu analysieren, und Optimierungspotentiale zu identifizieren. Die entwickelte Methode wird im weiteren auf die Fallstudie des Hauptbahnhofs in Newcastle upon Tyne angewandt. Nach der Verbindung und Vereinfachung verschiedener Ansätzen verwenden wir in Umfrage, um die notwendige Informationsbasis für einen Vergleich mit dem gewählten Ansatz zu gewinnen. Wir erwarten die gröβten Bereiche mit Optimierungsbedarf herauszustellen und konkrete Maβnahmen zur Verbesserung vorschlagen zu können. Diese Arbeit kann als Basis für weiterführende Forschung oder eine detailliertere Kundenumfrage am Hauptbahnhof in Newcastle upon Tyne dienen.

Słowa kluczowe

EN

railway station; customer satisfaction; customer service; improvement

PL

stacja kolejowa; zadowolenie klienta; obsługa klienta; doskonalenie

• Wydawca: Wydawnictwo Politechniki Śląskiej
• Czasopismo: Transport Problems
• Rocznik: 2014
• Tom: T. 9, z. spec.
• Strony: 61--70
• Opis fizyczny: Bibliogr. 7 poz.

Twórcy

autor

Marinov M.

• NewRail – Centre for Railway Research, Newcastle University School of Mechanical and Systems Engineering Stephenson Building, Newcastle upon Tyne NE1 7RU, United Kingdom

autor

Lima T.

• Instítuto Superior Técnico, Universidade de Lisboa Av. Rovisco Pais, 1049-001 Lisboa, Portugal

autor

Kuhl B.

• Technische Hochschule Ingolstadt, 85049, Bavaria, Germany

autor

Bogacki A.

• Silesian University of Technology, Faculty of Transport Krasinskiego 8, 40-019 Katowice, Poland

autor

Onbasi C.

• Yıldız Teknik Üniversitesi Yıldız Mh., Istanbul, Turkey

Bibliografia

• 1. Network Rail. Guide to Station Planning and Design. 2011.
• 2. Green, C., & Hall, P. Better Rail Stations. An Independent Review Presented to Lord Adonis, Secretary of State for Transport, London: Department for Transport. 2009.
• 3. Future railway investment: Consultation paper summary of responses. Department for Regional Development, Belfast, 2013. Available at: http://www.drdni.gov.uk/future_railway_investment_report_july.pdf July 5th, 2014.
• 4. Fawcett, W. Railway Architecture of North East England. 2011. Available at: http://www.railwayarchitecture.org.uk/Location/Newcastle/Newcastle%20Central%20Station/New castle%20Central%20Station.htm, updated on November18th, 2011. July 1st, 2014.
• 5. Office for National Statistics, 2011. Census 2011: Population and household estimates fact file, unrounded estimates, local authorities in England and Wales. Available at: http://www.ons.gov.uk/ons/publications/re-reference-tables.html?edition=tcm%3A77-274670 July 5th, 2014.
• 6. Office for National Statistics, 2011. Census 2011: Usual resident population by single year of age, unrounded estimates, local authorities in England and Wales. Available at: http://www.ons.gov.uk/ons/publications/re-reference-tables.html?edition=tcm%3A77-274670.
• 7. Passenger Focus: National Rail Passenger Survey 2014. Available at: http://www.passengerfocus.org.uk/research/publications/national-rail-passenger-survey-autumn-2013-main-report.