DEVELOPMENT OF MOBILE APPLICATIONS WITH THE AIM TO IMPROVE CUSTOMERS’ SATISFACTION IN THE RAILWAY TRAFFIC

Abstract

One of the factors that affects the users’ satisfaction with the railway services is information. In the field of railway traffic, there are variety of reasons why the realized time-table sometimes differ from the planned one. Untimely notification about irregularities in the realization of the driving order negatively affects users’ satisfaction hence influencing the overall quality of the railway service. In Serbia, passengers can only be informed about the expected time of train departure from the desired station and its possible delay by calling a call center. However, in the era of ubiquitous mobile phones, many travelers would prefer to get such information using smartphone application. Informing the passengers about train delays can be accomplished by using smartphones with developed mobile applications. This paper presents the model and the architecture for the demo mobile application that would enable timely information about the current train location. Additionally, additional functionalities that would be useful to include in such application are discussed.