TY - CHAP

T1 - Mystery shopping

T2 - 57th Annual Hawaii International Conference on System Sciences - HICSS 2024

AU - Akhgarnusch, Arschad

AU - Voß, Stefan

AU - Ge, Liping

N1 - Conference code: 57

PY - 2024/1/23

Y1 - 2024/1/23

N2 - Due to legal regulations and the impending demographic aging of society, urban mobility service providers are increasingly confronted with the inclusive design of local public transport. Accessibility is a basic prerequisite for people with restricted mobility to be able to participate in society in a self-determined way. Quality standards are defined and reviewed in discussions and negotiations between transport companies, public transport authorities and stakeholders. These standards are the basis for the design of any infrastructure, vehicle fleet, information, and operation to promote accessibility. The aim of this paper is to determine how the review of the accessibility of public transport can be improved by means of mystery shopping using a prototypical app. The mobile application enables the cooperative evaluation of public transport services from the perspective of mobility-restricted users (e.g. those in wheelchairs) across the mobility chain. We subsume and extend relevant evaluation criteria and implement them in a mobile application to be used during field work while cooperating with the back office of a public transport company. The app is tested in both usability tests and a field test and in dialogue with the users; its correct functioning is confirmed.

AB - Due to legal regulations and the impending demographic aging of society, urban mobility service providers are increasingly confronted with the inclusive design of local public transport. Accessibility is a basic prerequisite for people with restricted mobility to be able to participate in society in a self-determined way. Quality standards are defined and reviewed in discussions and negotiations between transport companies, public transport authorities and stakeholders. These standards are the basis for the design of any infrastructure, vehicle fleet, information, and operation to promote accessibility. The aim of this paper is to determine how the review of the accessibility of public transport can be improved by means of mystery shopping using a prototypical app. The mobile application enables the cooperative evaluation of public transport services from the perspective of mobility-restricted users (e.g. those in wheelchairs) across the mobility chain. We subsume and extend relevant evaluation criteria and implement them in a mobile application to be used during field work while cooperating with the back office of a public transport company. The app is tested in both usability tests and a field test and in dialogue with the users; its correct functioning is confirmed.

KW - Informatics

KW - Services for All

KW - Inclusion

KW - accessibility

KW - diversity

KW - app development

KW - mobility restricted user

KW - mystery shopping

KW - public transport

UR - http://www.scopus.com/inward/record.url?scp=85199807022&partnerID=8YFLogxK

M3 - Article in conference proceedings

AN - SCOPUS:85199807022

T3 - Proceedings of the Annual Hawaii International Conference on System Sciences

SP - 1618

EP - 1627

BT - Proceedings of the 57th Annual Hawaii International Conference on System Sciences, HICSS 2024

A2 - Bui, Tung X.

PB - IEEE - Institute of Electrical and Electronics Engineers Inc.

Y2 - 3 January 2024 through 6 January 2024

ER -