文章基本信息

标题：The social perception of urban transport in the city of Madrid: the application of the Servicescape Model to the bus and underground services
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作者：María Luisa Delgado Jalón ; Alba Gómez Ortega ; Javier De Esteban Curiel 等
期刊名称：European Transport Research Review
印刷版ISSN：1867-0717
电子版ISSN：1866-8887
出版年度：2019
卷号：11
期号：1
页码：37-1-37-11
DOI：10.1186/s12544-019-0373-5
语种：English
出版社：Springer
摘要：AbstractPurposeThis 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.ResultsThe 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.ConclusionsThis 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.
关键词：Users’ perception;Mobility;Public transport;Servicescape model