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Analyzing Quality of Service and Defining Marketing Strategies for Public Transport: The Case of Metropolitan Area of Porto

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Information Systems and Technologies (WorldCIST 2023)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 802))

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Abstract

The aim of this work is to determine, based on a market research, the level of passenger satisfaction with public transport services, in order to support better marketing decisions. This survey involves dimensions such as the level of satisfaction with timetables and frequency, vehicle conditions, driver attitudes and behavior, fares and information made available to passengers. The study was applied to the case of public transport in the Porto Metropolitan Area, Portugal, and aims to help define recommendations to improve the quality of service and define more effective marketing strategies.

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References

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Author information

Authors and Affiliations

  1. Faculdade de Engenharia, Universidade do Porto, R. Dr. Roberto Frias, 4200-465, Porto, Portugal

    Marta Campos Ferreira, Guillermo Peralo, Teresa Galvão Dias & João Manuel R. S. Tavares

  2. INESC-TEC, R. Dr. Roberto Frias, 4200-465, Porto, Portugal

    Marta Campos Ferreira & Teresa Galvão Dias

Authors
  1. Marta Campos Ferreira
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  2. Guillermo Peralo
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  3. Teresa Galvão Dias
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  4. João Manuel R. S. Tavares
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Corresponding author

Correspondence to Marta Campos Ferreira .

Editor information

Editors and Affiliations

  1. ISEG, Universidade de Lisboa, Lisbon, Cávado, Portugal

    Alvaro Rocha

  2. College of Engineering, The Ohio State University, Columbus, OH, USA

    Hojjat Adeli

  3. Institute of Data Science and Digital Technologies, Vilnius University, Vilnius, Lithuania

    Gintautas Dzemyda

  4. DCT, Universidade Portucalense, Porto, Portugal

    Fernando Moreira

  5. TeCIP Institute, Scuola Superiore Sant’Anna, Pisa, Italy

    Valentina Colla

Appendix

Appendix

A. Structure of the Questionnaire

The questionnaire is divided into three sections:

  1. 1.

    Variables that define individuals:

    First, a series of questions are asked about different characteristics and qualities that allow people to be grouped into different groups.

    The questions asked in this area are:

    1. a)

      gender

    2. b)

      Age

    3. c)

      Level of education

    4. d)

      Employment status

    5. e)

      Nationality

    6. f)

      Frequency of use of public transport

  2. 2.

    Type of use and services used by the population

    In this case, the objective is to know how the population uses public transport and what type of services associated with them are most used. So, the questions asked are:

    1. a)

      What means of transport do you use most often?

    2. b)

      What is your average number of transfers when using public transport?

    3. c)

      What is the average duration of your trips?

    4. d)

      What is the average waiting time at stops/stations?

    5. e)

      What kind of banknotes do you buy most often?

    6. f)

      Where can you buy tickets for public transport?

    7. g)

      What means of payment do you use to pay for the tickets?

    8. h)

      What kind of additional services related to public transport do you usually use?

    9. i)

      What type of channels do you usually use to access the services of your public transport operator?

  3. 3.

    User satisfaction

    To measure people’s level of satisfaction with public transport, 33 questions were asked on different topics related to public transport, which give an idea of the population’s assessment of these groups.

Ease of Access and Use

1. I find the timetables easy to understand

2. I find the transport network maps easy to understand.

3. I think the rates are easy to understand

4. I find it easy to buy tickets

5. It is easy for me to validate the ticket/mobile phone on the ticket reader.

Price

6. I think the occasional ticket price is adequate.

7. I think the monthly passes are priced appropriately.

Quality of stations/stops

8. I think stations/stops are always clean.

9. I find the stations/stops comfortable.

10. I feel safe at stations/stops

11. Overall, I am satisfied with the quality of stations/stops.

Quality of vehicles

12. I believe that vehicles are always clean.

13. I consider modern vehicles

14. I find vehicles comfortable

15. I find the smell inside vehicles pleasant.

16. I believe that the noise level inside the vehicle is adequate.

17. I believe the vehicle temperature is adequate

18. I always have a seat available

19. Overall, I am satisfied with the quality of the vehicles.

Relationships with other people

20. I feel safe inside the vehicle

21. I consider the behavior of the other passengers to be adequate

22. I find bus drivers friendly.

23. I find bus drivers polite.

24. I believe that bus drivers should be careful when driving.

25. I think reviewers are understanding.

26. I think reviewers are polite.

Waiting and travel times

27. I believe that vehicles always arrive on time.

28. I consider the travel time adequate.

29. I consider that the waiting time at stations/stops is adequate.

30. I am satisfied with the frequency of public transport.

Satisfaction with the routes covered by vehicles.

31. I am satisfied with the number and location of stations/stops.32. I am satisfied with the connections between public transport lines and operators.

Overall

33. I am overall satisfied with the public transport service in the Porto Metropolitan Area.

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© 2024 The Author(s), under exclusive license to Springer Nature Switzerland AG

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Ferreira, M.C., Peralo, G., Dias, T.G., Tavares, J.M.R.S. (2024). Analyzing Quality of Service and Defining Marketing Strategies for Public Transport: The Case of Metropolitan Area of Porto. In: Rocha, A., Adeli, H., Dzemyda, G., Moreira, F., Colla, V. (eds) Information Systems and Technologies. WorldCIST 2023. Lecture Notes in Networks and Systems, vol 802. Springer, Cham. https://doi.org/10.1007/978-3-031-45651-0_16

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