The social perception of urban transport in the city of Madrid: the application of the Servicescape Model to the bus and underground services
| Autor: | Javier de Esteban Curiel, María Luisa Delgado Jalón, Alba Gómez Ortega |
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| Rok vydání: | 2019 |
| Předmět: |
Service delivery framework
media_common.quotation_subject 0211 other engineering and technologies Transportation 02 engineering and technology Space (commercial competition) Perception 0502 economics and business Users’ perception Quality (business) Marketing media_common Mobility Service (business) 050210 logistics & transportation business.industry Social perception Mechanical Engineering 05 social sciences lcsh:TA1001-1280 021107 urban & regional planning lcsh:HE1-9990 Servicescape model Public transport Automotive Engineering lcsh:Transportation engineering lcsh:Transportation and communications business Servicescape |
| Zdroj: | European Transport Research Review, Vol 11, Iss 1, Pp 1-11 (2019) |
| ISSN: | 1866-8887 1867-0717 |
| DOI: | 10.1186/s12544-019-0373-5 |
| Popis: | Purpose This paper is a study of the user’s perception of urban and suburban transport and was carried out in an attempt to compare the social value of various means of transport. The measurement of social perceptions is carried out with regard to ambient conditions, space, signs, front-line employees and other customers as stakeholders of both public transport services. Thus, this paper aims to identify the reasons for individuals’ preferences when choosing one particular means of transport for their daily life. Results The results show that user perceptions of the underground are slightly better than the perceptions of buses; the results also highlight the decent management of both means of transport in terms of quality air, temperature, space, noise, cleanliness, smell and seating facilities. Some modest improvements are recommended to enhance public transportation service delivery. Conclusions This approach reflects the gap between the social perception of a service and companies’ financial situations. Management policies are necessary to improve the service’s social value. |
| Databáze: | OpenAIRE |
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