ANALYSIS OF THE QUALITY OF THE WHOLE JOURNEY (DOOR-TO-DOOR) PASSENGER EXPERIENCE

Abstract

[EN] European cities increasingly face problems caused by transport and traffic. A key factor for all transport operators is the quality of the passenger experience as this particularly, affects the uptake of the service. A comprehensive study (METPEX FP7 EU project - www.metpex.eu) developed by a consortium of 16 European partners has analysed the quality of the whole journey (door-todoor) passenger experience, including private or individual forms transport and attending to specific need of users’ groups. For this purpose, a tool with a technological basis was used to collect data from 8 trial cities: Bucharest (Romania), Coventry (United Kingdom), Dublin (Ireland), Grevena (Greece), Rome (Italy), Stockholm (Sweden), Valencia (Spain) and Vilnius (Lithuania); and five FIA motorist networks countries. For a correct evaluation of quality experience, it was deployed a subset of key variables derived from the comprehensive set of potential satisfaction factors that were studied for each pilot city. In this paper, results of the travel experience are showed, including analysis of variables affecting behavior and feelings of passengers