Modern consumption styles create new demands and customs and citizens have a wider choice between different types of transport and they also compare the performance of transport with other services. Their reference system becomes much larger and is influenced by the way they perceive quality in other sectors. Customer orientation is essential as this is the way companies succeed in providing qualitative services at the level requested by the former.
Customers expect quick and conve-nient mobility solutions, carried out in safety and security conditions, which are clean and accessible in terms of prices. The well understood needs, the delivery of quality and innovation are the main elements related to the provision of some successful services and, in order to answer challenges, the companies must develop a portfolio of services also oriented towards other segments, they must offer a price structure much more commercial, to provide access to intermodality and to integrate their services. “We want to focus on passenger needs, and for this purpose it is important that we should know what to do in terms of mobility. The increase of accessibility, the integration of services, the creation of a direct relation between modes of transport and the elaboration of strategies adapted to the transport system are important objectives for the promotion of the public transport and the encouragement of its usage”, has declared Adrian Criţ, Ge-neral Manager of Bucharest Metropolitan Transport Authority.
Optimising the benefits of public transport will allow passengers to choose this mode of transport at the expense of the individual one. The coordination of various transport modes – accomplished by the integration of mobility’s management, the coordination of modes, services in the territory, the ticketing policy, compatible timetables, and the coordination of different policies (by providing a regulation legal framework, plans of sustainable mobility, etc.), will determine citizens to choose sustainable transport. “It is essential that urban transport should be coordinated by different methods, from legal framework to the provision of services into an efficient system, and before asking to citizens to plead in favour of sustainable transport, we have to offer them the chance to choose this mode of transport. For this purpose, it is important that cities should resume its electric transport. For instance, in Oradea, 75% of the public transport is ensured by tramways, and 25% buses. By means of future projects, we want to encourage the increase of the share of the tramway transport”, has declared Istvan Csuzi, General Manager of OTL Oradea, at the event Club Feroviar Conferences in March 2012.
“If we do not orient our activities towards customer demands, we will not be able to increase the market share of the public transport. The challenges that we meet are extremely varied, from the new demands of passengers until the demographic change, the establishment of metropolitan areas, the diminution of financial funds, the increase of the traffic of bicycles, and all these must be approached from a perspective which should satisfy customers’ satisfaction”, has stated Hans Verner Franz, President of the European Metropolitan Transport Authorities (EMTA).
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