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Mobil individanpassad realtidsinformation i kollektivtrafiken: En fallstudie på Tågkompaniet
Mid Sweden University, Faculty of Science, Technology and Media, Department of Information and Communication systems.
Mid Sweden University, Faculty of Science, Technology and Media, Department of Information and Communication systems.
2016 (Swedish)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

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.

Abstract [sv]

Det totala resandet med olika typer av färdmedel har ökat drastiskt i Sverige sedan 50-talet. Trots denna ökning har användandet av kollektivtrafiken minskat procentuellt vilket har sin förklaring i att användandet av bil som transportmedel har ökat. Forskare menar att ett sätt att öka användandet av kollektivtrafiken är att tillhandahålla bättre trafikinformation som skapar högre kundnöjdhet. Därför avser denna studie att undersöka hur mobil individanpassad realtidsinformation kan öka kundtillfredsställelsen i kollektivtrafiken. Studien angriper problemet genom en fallstudie på Tågkompaniet, där kundernas och personalens åsikter undersöks för att kartlägga nuläget rörande trafikinformationen inom kollektivtrafiken, men även undersöka vilken typ av realtidsinformation som anses som viktigast. Studien undersöker vidare de typer av tekniska lösningar som krävs, samt hur resenärernas behov kan beaktas för att erbjuda mobil individanpassad realtidsinformation. Studien finner att det finns ett missnöje både hos resenärer och personal med dagens trafikinformation och att deras krav och behov behöver tillgodoses i större utsträckning för att öka kundtillfredsställelsen. Vidare finner studien att informationsattribut rörande förseningar och trafikförändringar är den realtidsinformation som anses viktigast av resenärer. Funktioner som push-notiser, prenumerera på trafikinformation och information kopplat till biljetter är nödvändiga för att tillhandahålla mobil individanpassad realtidsinformation. Slutligen tillhandahåller studien ett verktyg för att beakta resenärernas behov vid utveckling och utvärdering av individanpassade informationssystem i kollektivtrafiken.

Place, publisher, year, edition, pages
2016.
Keyword [sv]
Informationssystem, individanpassad realtidsinformation, kollektivtrafik
National Category
Other Engineering and Technologies not elsewhere specified
Identifiers
URN: urn:nbn:se:miun:diva-28028Local ID: IG-V16-A2-001OAI: oai:DiVA.org:miun-28028DiVA: diva2:940439
Subject / course
Industrial Organization and Economy IE1
Educational program
Master of Science in Industrial Engineering and Management TINDA 300 higher education credits
Supervisors
Examiners
Available from: 2016-06-21 Created: 2016-06-21 Last updated: 2016-06-21Bibliographically approved

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Ekroth, SebastianAhlander, Gustaf
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CiteExportLink to record
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Citation style
  • apa
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  • de-DE
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