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Analysis of customer services in Rail passenger stations using a Holistic method - application to Newcastle central station

Lookup NU author(s): Dr Marin Marinov


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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.

Publication metadata

Author(s): Marinov M, Lima T, Kuhl B, Bogacki A, Onbasi C

Publication type: Article

Publication status: Published

Journal: Transport Problems

Year: 2014

Volume: 9

Issue: Special edition

Pages: 61-70

Online publication date: 31/10/2014

Acceptance date: 01/10/2014

ISSN (print): 1896-0596

ISSN (electronic): 2300-861X

Publisher: Politechnika Slaska Wydzial Transportu, Silesian University of Technolocy, Faculty of Transport



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