Independent thesis Advanced level (professional degree), 20 credits / 30 HE credits
The Swedish railway has during many years received low customer satisfaction
scores. Reasons for this are reliability, service and information concerns. The
focus of this master thesis lies on the railway platform. The platform is an
important part to the factors above as its information and facilities, which
constitute a part of the service before the trip, could contribute in causing delays
and reliability issues. This study investigates the behaviour of passengers on
railway platforms and the effect that information, seats and entrances along the
platform has on that behaviour. The goal is to find advantages and disadvantages
and propose improvements in a Swedish setting. Platforms and trains that have
been studied are in Stockholm, Sweden and Tokyo, Japan. Platform distributions
and individual behaviour on the platforms are recorded with three different and
relatively easy methods.
Results of the Swedish study show aggregate trends where passengers tend to
cluster around entrances and seats. Many Swedish passengers do not believe
themselves to have enough information to know where their car will stop. These
passengers do mostly not know that information exist and on average stand
much further away from their closest door, when the train arrives, compared to
passengers that believe themselves to know where their car will stop along the
platform. The results of the Japanese study show that almost all passengers
stand close to their door.
From the findings in not only this, but also other studies, four aggregate
properties in order to get better railway platforms are finally presented. These
properties are reliability, clarity and availability of information and good
location of seats and other facilities. Suggestions for tangible improvements for
the Swedish railway platforms are finally given. Among these improvements are
new information screens and standardized information and stopping position of
2011. , 130 p.
Railway platforms, passenger distributions, passenger behaviour, dwell times, boarding, train, railway, X2000, Shinkansen, Sweden and Japan.