Information provision in public transport: Indicators and benchmarking across Europe

The measurement of the quality of transport services has been the object of an intensive research activity in the last decades. The EU project METPEX aims at advancing the state of the art in this crucial research area through a targeted survey proposed in eight European cities. The dataset is then analyzed to identify latent constructs that can measure the quality of the traveler experience. Several different indicators are proposed to represent detailed aspects related to the perceived quality of transport services. In this paper, we concentrate on those indicators capturing the quality of information provision services in different travel stages: before starting the journey, when passing through stations or stops and while travelling. The results show the added value of separately considering the quality of information provision at different stages of the journey experience, for which different entities could be responsible (e.g. infrastructure managers versus service operators)