Mobil individanpassad realtidsinformation i kollektivtrafiken : En fallstudie på Tågkompaniet

The total traveling with different types of transportation has increased drastically since the 50´s. Despite this increase, the use of the public transportation has decreased in percentage which has its explanation in the overall increased use of cars as transportation. Many researchers believes that better traffic information in the public transport can lead to increased use. Therefore this study aims to investigate how mobile personalized real-time information can increase customer satisfaction in the public transport in order to maintain and attract more travelers. The study addresses the problem through a case study at the Swedish transit agency Tågkompaniet, where customers and staff are studied in order to map the present situation regarding information in the public transport. The case study also sets out to investigate which type of real-time information that is considered to be most important for the travelers. At last the study also investigate which types of technical solutions that is needed, and how the needs of travelers can be considered to be able to offer mobile personalized real-time information. The findings are that there is a dissatisfaction regarding the transit information among both travelers and staff, and that their needs and demands must be met to a greater extent in order to increase the customer satisfaction. Furthermore, the findings are also that information attributes regarding delays and disruptions in the public transport is considered to be most important by travelers. Functions such as subscribe to information, push notifications and information associated with the transit ticket are necessary to be able to provide travelers with mobile personalized real-time information. Lastly the study provides a tool to consider traveler needs in development and evaluation of mobile personalized information systems within the public transport.