Abstract
A monitoring system of perceived quality of transport services at the city level is proposed on the basis of a set of 92 indicators covering various travel modes and considering the viewpoints of different groups. Special emphasis was given to public transport, bicycles, pedestrians, and travelers with special needs (e.g., commuters, visitors, mobility-challenged or communication-impaired travelers). Indicators were found through principal component analysis from a set of satisfaction ratings elicited through a survey in eight European cities, implemented within the METPEX research project, a measurement tool to determine the quality of passenger experience. Benchmarking values were computed for all indicators to provide the analyst with some initial guidance. All indicators were then visualized through a dashboard that could give policy makers a synthetic overview of the main areas where perceived quality and accessibility were above or below average. At the same time, joint consideration of indicators from different dimensions of the evaluation exercise—by travel means, by traveler profile, by phase of the journey experience—provided additional insights on specific issues that would be overlooked in a coarser-quality assessment activity.
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