Love train?: commuters' perceptions of train services in Melbourne

Amirthalingam Thevathasan; Bala Balachandran

doi:10.2104/mbr08050

Love train? commuters' perceptions of train services in Melbourne

Amirthalingam Thevathasan, Bala Balachandran

Research output: Contribution to journal › Article › Research › peer-review

Abstract

What do Melbourne commuters really think about their metropolitan train service? This study looks at safety, comfort, service delivery, facilities, staff impact, ticketing and information and finds that satisfaction in the quality of service was lower during 2004–2006 than during 1998–2003. Customer perceptions must be taken into account when making decisions which have an impact on passenger services. Customer satisfaction in relation to crowding on trains or waiting times wasn’t examined in this analysis so further study is warranted to make more informed decisions about upgrading or improving the rail network.

Original language	English
Pages (from-to)	1-13
Number of pages	13
Journal	Monash Business Review
Volume	4
Issue number	3
DOIs	https://doi.org/10.2104/mbr08050
Publication status	Published - 2008

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10.2104/mbr08050

Cite this

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title = "Love train?: commuters' perceptions of train services in Melbourne",

abstract = "What do Melbourne commuters really think about their metropolitan train service? This study looks at safety, comfort, service delivery, facilities, staff impact, ticketing and information and finds that satisfaction in the quality of service was lower during 2004–2006 than during 1998–2003. Customer perceptions must be taken into account when making decisions which have an impact on passenger services. Customer satisfaction in relation to crowding on trains or waiting times wasn{\textquoteright}t examined in this analysis so further study is warranted to make more informed decisions about upgrading or improving the rail network.",

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