Introduction
The case of Sweden’s public transport
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Customers should be allowed great freedom of choice in determining how they want to travel and how transfers are to be achieved.
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Decisions regarding transport services should be decentralized.
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Collaboration within and between different modes of transport should be advanced.
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Competition between transport operators and transport alternatives should be advanced.
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The socioeconomic costs of transport should be a starting point when political transport policies are designed.
Public transport and market orientation
Method
Design
Data collection
Spring of 2011: study 1
Spring of 2014: study 2
Findings
Intelligence generation
Item | Actora
| 2011 | 2014 |
t
1
|
t
2
|
t
3
| ||
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M | SD | M | SD | |||||
1. We often survey our passengers to find out their needs and preferences | Buyers | 3.96 | 1.16 | 3.92 | 1.17 | .17 | 1.85* | .43 |
Providers | 3.45 | 1.40 | 3.82 | 1.13 | −1.34 | |||
2. We are quick to detect changes in attitude in our passengers | Buyers | 3.13 | 0.74 | 3.08 | 1.15 | .21 | .97 | − .94 |
Providers | 2.93 | 0.92 | 3.27 | 0.70 | −1.79* | |||
3. We quickly detect fundamental shifts in our industry (e.g. competition, technology, rules and regulations) | Buyers | 3.57 | 0.88 | 3.67 | 0.75 | −.55 | .38 | −.57 |
Providers | 3.50 | 0.93 | 3.76 | 0.78 | −1.41 | |||
4. Our dyad membership contributes to our knowledge of passengers’ needs and preferencesb
| Buyers | 3.32 | 1.02 | 3.58 | 0.85 | .15 | −.64 | −.45 |
Providers | 3.47 | 1.24 | 3.67 | 1.13 | −.79 | |||
5. In the PTA/operator dyad, passenger surveys are mainly our responsibilityb
| Buyers | 4.02 | 1.11 | 4.13 | 0.94 | −.49 | 6.55** | 6.81** |
Providers | 2.40 | 1.20 | 2.63 | 1.20 | −.91 |
Intelligence dissemination
Item | Actora
| Study 1 | Study 2 |
t
1
|
t
2
|
t
3
| ||
---|---|---|---|---|---|---|---|---|
M | SD | M | SD | |||||
1. We often have internal meetings at which we discuss our passengers’ needs, requirements and opinions | Buyers | 3.66 | 0.82 | 3.81 | 0.79 | − .93 | 1.19 | − .50 |
Providers | 3.43 | 1.01 | 3.90 | 0.90 | −2.34** | |||
2. When something important happens in our industry, this information is quickly communicated within our organization | Buyers | 3.74 | 0.99 | 3.65 | 0.74 | .53 | − .03 | −1.93* |
Providers | 3.75 | 0.98 | 3.96 | 0.86 | −1.13 | |||
3. Information about customer needs is communicated to all levels of our organization on a regular basis | Buyers | 3.23 | 1.13 | 3.04 | 1.05 | .86 | − .26 | −1.86* |
Providers | 3.30 | 1.22 | 3.43 | 1.00 | − .55 | |||
4. The members of the dyad meet frequently to discuss their passengers’ needs, requirements and opinionsb
| Buyers | 3.19 | 1.10 | 3.42 | 0.99 | −1.08 | − .24 | −1.18 |
Providers | 3.25 | 1.24 | 3.65 | 0.99 | −1.71* | |||
5. When something important happens in our industry, this information is quickly communicated to dyad membersb
| Buyers | 3.53 | 0.91 | 3.25 | 0.76 | 1.65* | 1.95** | − .47 |
Providers | 3.18 | 0.78 | 3.33 | 0.85 | − .87 |
Responsiveness
Item | Actora
| Study 1 | Study 2 |
t
1
|
t
2
|
t
3
| ||
---|---|---|---|---|---|---|---|---|
M | SD | M | SD | |||||
1. We periodically review our service development efforts to ensure that they are in line with what the passengers want | Buyers | 3.30 | 0.86 | 3.52 | 0.92 | −1.22 | −1.51 | −1.18 |
Providers | 3.60 | 1.01 | 3.73 | 0.86 | − .68 | |||
2. We take steps when something changes in our industry | Buyers | 3.51 | 0.69 | 3.71 | 0.71 | −1.38 | −1.84* | −2.36** |
Providers | 3.83 | 0.90 | 4.04 | 0.68 | −1.29 | |||
3. When we find that passenger needs require us to change our services, we make concerted efforts to do so | Buyers | 3.98 | 0.74 | 4.13 | 0.61 | −1.06 | .02 | .32 |
Providers | 3.97 | 0.83 | 4.08 | 0.73 | − .64 | |||
4. The activities of our organization are well coordinated | Buyers | 3.38 | 0.77 | 3.38 | 0.82 | .05 | −1.58 | 3.17** |
Providers | 3.65 | 0.80 | 3.86 | 0.68 | −1.32 | |||
5. At our organization, we prioritize customer complaints | Buyers | 4.23 | 0.60 | 4.15 | 0.71 | .65 | − .27 | −2.91** |
Providers | 4.28 | 0.82 | 4.53 | 0.58 | −1.72* | |||
6. In the PTA/operator dyad, customer complaints are mainly our responsibilityb
| Buyers | 3.96 | 1.10 | 4.17 | 0.88 | −1.02 | .84 | 1.66* |
Providers | 3.75 | 1.19 | 3.80 | 1.30 | −1.17 | |||
7. Adapting to changes in the industry is made easier by our dyad membershipb
| Buyers | 3.57 | 0.90 | 3.91 | 0.88 | −1.85* | .12 | .74 |
Providers | 3.55 | 1.04 | 3.78 | 0.96 | −1.06 | |||
8. Changes required in order to meet passenger needs are made in collaboration with dyad membersb
| Buyers | 3.72 | 0.85 | 3.73 | 0.82 | − .03 | .99 | − .96 |
Providers | 3.53 | 1.01 | 3.90 | 0.92 | −1.82* | |||
9. Collaboration between dyad members is well coordinatedb
| Buyers | 3.45 | 0.69 | 3.31 | 0.90 | .82 | .81 | −1.44 |
Providers | 3.30 | 0.99 | 3.57 | 0.87 | −1.38 |
Overall market orientation and development of the industry
Index | Measurement | Actora
| Study 1 | Study 2 |
t
1
|
t
2
|
t
3
| ||
---|---|---|---|---|---|---|---|---|---|
M | SD | M | SD | ||||||
Overall market orientation | An average of the items measuring intelligence generation, intelligence dissemination, and responsiveness | Buyers | 3.59 | 0.54 | 3.61 | 0.53 | −0.15 | 0.33 | −1.86* |
Providers | 3.55 | 0.69 | 3.81 | 0.51 | −2.02** | ||||
All | 3.57 | 0.61 | 3.71 | 0.53 | −1.63* |
2010 (%) | 2011 (%) | 2012 (%) | 2013 (%) | 2014 (%) | |
---|---|---|---|---|---|
Passenger satisfaction with their most recent journey using the service provider | 79 | 79 | 80 | 80 | 81 |
Passenger satisfaction with the public transport authority | 63 | 59 | 61 | 61 | 62 |
Public transport’s market share | 24 | 25 | 26 | 27 | 27 |