Abstract:

The paper describes the methods used, and results obtained, in a study of passenger priorities for improvements at rail stations. The Dutch Railways (Nederlandse Spoorwegen) are constantly seeking to upgrade their services and facilities in an endeavour to maintain and develop patronage in the face of the growth in car ownership and usage. The refurbishment of stations is linked to the establishment of a marketing concept, requiring a detailed understanding of passengers' perceptions and priorities. The investment involved in the refurbishment programme must be justified in terms of an expectation of increased revenue.