Analysis of customer services in railway passenger stations using a holistic method - Application to Newcastle central station

Marin Marinov, Teresa Lima, Benjamin Kühl*, Adam Bogacki, Caglar Onbasi

*Corresponding author for this work

Research output: Contribution to journalArticle

Abstract

In this paper, we look at the level of customer satisfaction as well as customer services in a passenger railway station. Specifically the objective of this paper is to develop and employ a simple method for analyzing the customer satisfaction in railway stations to help us identify ways for improving both the customer service and the station design. The method developed is applied for the purposes of Newcastle Central rail station. After having studied different approaches we used a survey to collect the necessary data for analysis. A comparison of the opinions of different categories of rail station users has been undertaken. As a result different areas for improvement have been identified. This paper can be seen as a starting point for further research on a detailed customer satisfaction analysis for Newcastle Central.

Original languageEnglish
Pages (from-to)61-70
Number of pages10
JournalTransport Problems
Volume9
Publication statusPublished - 10 Jan 2014

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