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Riding a mile in their shoes : understanding Australian metropolitan rail passenger perceptions and experiences of crowdedness using mixed-methods research

journal contribution
posted on 06.12.2017, 00:00 by Kirrilly ThompsonKirrilly Thompson, Lily HirschLily Hirsch, S Mueller Loose, V Sharma-Brymer, Sophia RainbirdSophia Rainbird, K Titchener, Matthew ThomasMatthew Thomas, Drew DawsonDrew Dawson
Metrics such as passengers per square metre have been developed to define optimum or crowded rail passenger density. Whilst such metrics are important to operational procedures, service evaluation and reporting, they fail to fully capture and convey the ways in which passengers experience crowded situations. This paper reports findings from a two year study of rail passenger crowding in five Australian capital cities which involved a novel mixed-methodology including ethnography, focus groups and an online stated preference choice experiment. The resulting data address the following four fundamental research questions: 1) to what extent are Australian rail passengers concerned by crowding, 2) what conditions exacerbate feelings of crowdedness, 3) what conditions mitigate feelings of crowdedness, and 4) how can we usefully understand passengers’ experiences of crowdedness? It concludes with some observations on the significance and implications of these findings for customer service provision. The findings outlined in this paper demonstrate that the experience of crowdedness (including its tolerance) cannot be understood in isolation from other customer services issues such as interior design, quality of environment, safety and public health concerns. It is hypothesised that tolerance of crowding will increase alongside improvements to overall customer service. This was the first comprehensive study of crowding in the Australian rail industry.

Funding

Category 4 - CRC Research Income

History

Volume

21

Issue

2

Start Page

46

End Page

59

Number of Pages

14

eISSN

1037-5783

ISSN

1037-5783

Location

Australia

Publisher

ARRB Group Ltd

Language

en-aus

Peer Reviewed

Yes

Open Access

No

External Author Affiliations

Aarhus universitet; Appleton Institute for Behavioural Sciences; Appleton Institute for Behavioural Sciences; Centre for Accident Research and Road Safety Queensland; Oodgeroo Unit;

Era Eligible

Yes

Journal

Road & transport research.

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