Mystery shopping: Improving quality assurance of public transport services for people with restricted mobility using a prototypical mobile application
Research output: Contributions to collected editions/works › Article in conference proceedings › Research › peer-review
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Proceedings of the 57th Annual Hawaii International Conference on System Sciences, HICSS 2024. ed. / Tung X. Bui. IEEE - Institute of Electrical and Electronics Engineers Inc., 2024. p. 1618-1627 (Proceedings of the Annual Hawaii International Conference on System Sciences).
Research output: Contributions to collected editions/works › Article in conference proceedings › Research › peer-review
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}
RIS
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 -