Quality indicators in public transport service contracts and user evaluation

Satisfaction, loyalty, and Quality of the public transport are three factors largely correlated. The focus of this research is the analysis of the quality attributes proposed in the contracts of service by transport authorities and is part of an early-stage study conducted by Hitachi Rail. Monitoring and improving services are of utmost importance to reduce car use and promote sustainable urban mobility. Thus, the evaluation and enhancement of service quality in public transport are crucial priorities for most public transport operators. The methodology of this research provides two steps: • a detailed examination of various documents, contracts, and reports related to public transport services to understand: a) the quality indicators monitored by different operators; b) assess the commonality among these indicators; and c) analyse how operators measure and report the quality of their services; • investigation of the differences and similarities in reporting frameworks between different operators, providing insight into unique approaches and practices in the public transport sector. This comprehensive analysis aims to provide valuable insights for operators, authorities, and stakeholders interested in improving the quality of public transport services. After an in-depth analysis of indicators of the quality of services, the study aims at identifying the gaps between passengers’ point of view, who are the main users of public transport services, and what has been introduced in contracts. Through a survey, users specify their preferences regarding the factors that matter most during their trip with public transport, and in the end, the combination of company and users’ views will provide an in-depth analysis for both public transport authorities and operators to assess and improve the quality of service in public transport.