Mystery shopping: Improving quality assurance of public transport services for people with restricted mobility using a prototypical mobile application

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dc.contributor.authorVoß, Stefan
dc.contributor.authorGe, Liping
dc.date.accessioned2023-12-26T18:37:24Z
dc.date.available2023-12-26T18:37:24Z
dc.date.issued2024-01-03
dc.identifier.doi10.24251/HICSS.2024.204
dc.identifier.isbn978-0-9981331-7-1
dc.identifier.otherc2f3c7af-1a9b-4b1e-b0ba-a73c8ae64084
dc.identifier.urihttps://hdl.handle.net/10125/106581
dc.language.isoeng
dc.relation.ispartofProceedings of the 57th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectServices for All: Inclusion, Accessibility, and Diversity
dc.subjectapp development
dc.subjectmobility restricted user
dc.subjectmystery shopping
dc.subjectpublic transport
dc.titleMystery shopping: Improving quality assurance of public transport services for people with restricted mobility using a prototypical mobile application
dc.typeConference Paper
dc.type.dcmiText
dcterms.abstractDue 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.
dcterms.extent10 pages
prism.startingpage1618

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