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Navigating Multi-modal Public Transport Systems: Real time perceptions of processual usability using video methodology
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
2012 (English)In: TRANSPORT RESEARCH ARENA 2012, Elsevier, 2012, 2211-2220 p.Conference paper (Refereed)
Abstract [en]

Collection of data of customer processes are difficult, due to its dynamic and complex nature. This study reports on some initial findings using a video-based methodology in collecting naturally occurring visual data of travellers using different modes of transport (bus, tram, train, boat, subway) in Stockholm City. The study involves able-bodied and disabled travellers (customers) and identifies environmental and processual factors that are critical for the passengers handling multimodal door-to-door trips. (C) 2012 Published by Elsevier Ltd. Selection and/or peer review under responsibility of the Programme Committee of the Transport Research Arena 2012

Place, publisher, year, edition, pages
Elsevier, 2012. 2211-2220 p.
Procedia Social and Behavioral Sciences, ISSN 1877-0428 ; 48
Keyword [en]
Service quality, Customer satisfaction, Usability, Accessibility, Proxemics, Video Methodology, Disabled travellers, Public transport
National Category
Other Social Sciences not elsewhere specified Transport Systems and Logistics
URN: urn:nbn:se:kau:diva-38529DOI: 10.1016/j.sbspro.2012.06.1194ISI: 000314227502027OAI: diva2:882363
Conference on Transport Research Arena, APR 23-26, 2012, Athens, GREECE
Available from: 2015-12-14 Created: 2015-11-23 Last updated: 2016-10-11Bibliographically approved

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