Improving service quality in public transportation systems using automated customer feedback

•An approach to include customer feedback into transport operations is presented.•We derive requirements of customers and companies for feedback integration.•TRIAS, a standard for bidirectional mobility information is introduced.•We analyse the effects of customer feedback on service quality in public transport.•Practical use of data derived from customers for decision models is demonstrated.

In this paper the necessity for standardised automated information exchange between travellers and transportation company is evaluated to improve the service quality of public transport. Therefore the needs and expectations of transportation companies and travellers are defined and the usage of a novel approach for bidirectional information and communication systems in public transport is proposed. As a result, application scenarios for the usage of customer information are described and the advantages of this novel approach, especially for dispatching processes, are highlighted. Furthermore, the benefits for customers and transportation companies in regard to service quality are pointed out.

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