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MANAGING INFORMATION: PROVISION FOR PASSENGERS IN THE BUS INDUSTRY
Ryan McKenzie, Susan P Irwin
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Abstract
In-depth, semi-structured interviews were carried out with twenty-nine individuals actively concerned with the provision of urban bus information, representing 23 operators and local authorities. In addition, 827 households and 1,832 passengers were the subject of structured questionnaires. The main focus of the project was not on the new technology of information, but on the actual needs, desires and practices of bus passenger information as they exist, with a view to informing policy. A theoretical approach was developed indicating the way in which passenger needs and desires for information can be expected to vary depending on traveller objectives, journey characteristics, and the stability and quality of the bus system. Empirical work reinforced the importance of considering information provision at various different stages of the journey.