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Zbornik radova Koridor 10 - Kirilo Savić

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3rd International Scientific and Professional Conference<br />

CORRIDOR <strong>10</strong> - a sustainable way of integrations<br />

concentrate on bus and train interchanges, Park and Ride (P+R) systems, cycling stands on<br />

intermodal interchanges (Bike and Ride, B&R systems) and others. Besides infrastructural elements<br />

intermodality of passenger transport is also related to integration of time tables and quality of services,<br />

which additionally improve level of service and benefits of intermodal passenger transport. Main<br />

benefits of intermodal transport are:<br />

improvement of accessibility of different transport modes;<br />

provision of connections between different modes of transport;<br />

reduction of travel time and distances between different points of interest;<br />

improving quality and precision of given information between transport modes;<br />

better accessibility to different transport hubs.<br />

3. PASSENGER PERSPECTIVE AND QUALITY OF PUBLIC TRANSPORT SERVICES<br />

The integration of different transport modes represents one of the ways to improve quality of a system<br />

as a whole, thus targeting the user’s interests to receive expected level of quality service. Looking<br />

more closely at the issue of user’s interests, it becomes apparent that these cannot be reduced to the<br />

quality alone, but to meet the user’s needs of mobility in general (Schiefelbusch, 2009). The best<br />

solution to overcome the barriers of dissatisfied public transport users is their involvement in<br />

preplanning and also implementation activities. To successfully implement intermodal transport<br />

services or facility, a certain degree of public involvement should be achieved within:<br />

political level: the framework for public transport and intermodality is a set up and the strategic<br />

decisions on the level of service are made;<br />

planning level: concepts for the service are developed and planned in detail including the<br />

preparation of operation and operators and the level of capacity provided;<br />

provision level: planned concepts are implemented, bearing in mind that the deviations from<br />

the pre-planned pattern of intermodality links or transport in general are kept at the minimum;<br />

practical level: practical problems and users expectations have to be solved with applicable<br />

solutions to arising problems (Schiefelbusch, 2009).<br />

After the planned activities are being put into operation, users state their personal sadisfaction with<br />

implemented services. The practices of quality management measurement of satisfaction can be<br />

performed as mystery shopping surveys (MSS), direct performance measurements (DPM) or customer<br />

satisfaction surveys (CSS) (Meier, Neugebauer, 2005). CSS surveys with proposals of further<br />

transport implementations are also to be used in practices when public is to be questioned on their<br />

proposals for further needed implementations in the field of transport operation services. Usually there<br />

is a clear disconnection between realized and perceived level of transport and intermodal<br />

infrastructure services (EN 13816), which can be defined as:<br />

difference between sought and targeted service quality (provides costumer orientation);<br />

difference between targeted and delievered service quality (measure of entrepreneurial<br />

performance);<br />

difference of delivered and perceived performance quality (indicator of the importance of<br />

personal experiences, options and also prejudices);<br />

difference between perceived and sought service quality (customer satisfaction). (Meier, 2005)<br />

User’s perspectives concerning public transport and also performance of all the means of public<br />

transport within intermodal chain, are to be included in the preparation of transport plans in the local or<br />

regional level. Public participation in the phases of strategic transport planning are usually<br />

implemented during the broad preparation of the transport concepts or when some activities have<br />

already took place and the public is to be asked about the satisfaction with services and proposals for<br />

further implementations. If the communication with wider public during the planning processes is<br />

conducted in the right way, implementations also receive some degree of agreement within the public.<br />

Surveying activities represent only one of the options on which public point of view can be<br />

emphasised, as there are also possibilities to conduct round tables or focus groups with different<br />

stakeholders e.g. The general proposals from the public are to be further analysed and in the<br />

reasonable scale implemented in the overall transport strategy (SUMP, 2011).<br />

Belgrade, 2012 160

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