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What passengers really want : assessing the value of rail innovation to improve experiences

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Oliveira, Luis, Bruen, Claudia, Birrell, Stewart A. and Cain, Rebecca (2019) What passengers really want : assessing the value of rail innovation to improve experiences. Transportation Research Interdisciplinary Perspectives, 1 . 100014. doi:10.1016/j.trip.2019.100014

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Official URL: http://dx.doi.org/10.1016/j.trip.2019.100014

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Abstract

Technology has the potential to provide more up-to-date information and customised services to train passengers and therefore improve the rail journey experience. However, there is a lack knowledge about which innovations and services are preferred by the travelling public. The purpose of this study was to understand the value which passengers placed on technological innovations to improve the overall passenger journey experience. A conjoint analysis survey based on the best-worst scale of preference was developed to evaluate how passengers (N = 398) value different system features proposed to improve passenger experience in the UK. Results show that the automatic compensation for delayed or cancelled trains was valued the highest, and the ability to pre-order special services ranked as least value from a set of ten features. Additional results include the segmentation of responses according to passenger type (commuters, business and leisure) and the similarities and differences in responses from the public versus those working directly in the rail industry. The insights gained from this study suggest which features should be prioritised to improve rail passenger journey experiences.

Item Type: Journal Article
Subjects: H Social Sciences > HE Transportation and Communications
T Technology > TF Railroad engineering and operation
Divisions: Faculty of Science > WMG (Formerly the Warwick Manufacturing Group)
Library of Congress Subject Headings (LCSH): Railroad travel , Railroads -- Passenger traffic --Effect of technological innovations on, Passenger trains -- Technological innovations
Journal or Publication Title: Transportation Research Interdisciplinary Perspectives
Publisher: Elsevier Ltd.
ISSN: 2590-1982
Official Date: June 2019
Dates:
DateEvent
June 2019Published
6 June 2019Available
16 May 2019Accepted
Volume: 1
Article Number: 100014
DOI: 10.1016/j.trip.2019.100014
Status: Peer Reviewed
Publication Status: Published
Access rights to Published version: Restricted or Subscription Access
RIOXX Funder/Project Grant:
Project/Grant IDRIOXX Funder NameFunder ID
102483Great Britain. Rail Safety & Standards Board UNSPECIFIED
102483Innovate UKhttp://dx.doi.org/10.13039/501100006041

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