Exploring Journey Experiences of Disabled Passengers in Using Public Transport

Abstract

This study aims to enhance the understanding of disabled passengers' experiences with public transport by addressing the challenges in measuring their satisfaction and service quality. The central problem is the difficulty in accurately assessing and improving the service quality for disabled passengers, given the diverse needs and barriers they face. Utilizing the SERVQUAL model, which focuses on Tangibility, Reliability, Responsiveness, Assurance, and Empathy, the study identifies and evaluates these key dimensions in the context of public transport services. Findings reveal both unique needs and commonalities among different disability groups: hearing-impaired passengers require visual signals and nonverbal communication, visually impaired passengers need clear auditory announcements and staff assistance, and physically disabled passengers require accessible infrastructure and supportive services. Commonalities include the appreciation for reliable train schedules, cleanliness, and the need for empathetic and responsive staff. Based on these insights, recommendations are provided to enhance service quality by improving physical accessibility features, enhancing communication methods, and providing targeted staff training. Implementing these recommendations will address specific needs and improve the overall satisfaction of disabled passengers, contributing to a more inclusive and effective public transport system. Future work should focus on integrating additional models and exploring other key variables to uncover further insights into service quality and passenger satisfaction. This approach will offer a more comprehensive understanding of how various factors interact and contribute to a more inclusive and effective public transport system.