Perception of quality at stations. In this paper we show calculations of the value of the customer perception of quality at stations. The literature reveals only a few such examples. A novel feature of the methodology used is that we combined existing methods with the aim of calculating the value perception of quality at stations. These existing and validated methods are: value of time; time perception factors; customer opinion. The calculations are a first step towards an integrated calculation of quality perception. The results however are surprising. It appears that the station is a very important phase in a passengers journey and that a small enhancement of the perception leads to a very considerable socio-economic value for society as a whole. (Author/publisher)
Samenvatting