Local transportation services are an essential component of urban infrastructures. The constantly growing requirements and expectations from several stakeholders, ranging from public authorities, operators and passengers, demand a deep rethinking of the entire system. Such services must be oriented towards sustainability in everyday life, requiring systemic approaches capable of fostering Quality of Service (QoS) improvements. This paper aims at highlighting the main facets of QoS from different perspectives (service providers’, stakeholders’, passengers’ and commuters’) and proposes a systemic modeling approach that supports the design, implementation and monitoring of a QoS system in smart mobility. The whole architectural framework is described and UCoMS, the platform for analyzing QoS, is proposed. The approach has been validated in the Apulia region in the South of Italy, using taxonomy of quality indicators and service levels on the basis of the European and Italian regulatory backgrounds.

The unified chart of mobility services: Towards a systemic approach to analyze service quality in smart mobility ecosystem

Longo, Antonella
Conceptualization
;
Zappatore, Marco
Writing – Review & Editing
;
2019

Abstract

Local transportation services are an essential component of urban infrastructures. The constantly growing requirements and expectations from several stakeholders, ranging from public authorities, operators and passengers, demand a deep rethinking of the entire system. Such services must be oriented towards sustainability in everyday life, requiring systemic approaches capable of fostering Quality of Service (QoS) improvements. This paper aims at highlighting the main facets of QoS from different perspectives (service providers’, stakeholders’, passengers’ and commuters’) and proposes a systemic modeling approach that supports the design, implementation and monitoring of a QoS system in smart mobility. The whole architectural framework is described and UCoMS, the platform for analyzing QoS, is proposed. The approach has been validated in the Apulia region in the South of Italy, using taxonomy of quality indicators and service levels on the basis of the European and Italian regulatory backgrounds.
File in questo prodotto:
Non ci sono file associati a questo prodotto.

I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.

Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11587/430341
 Attenzione

Attenzione! I dati visualizzati non sono stati sottoposti a validazione da parte dell'ateneo

Citazioni
  • ???jsp.display-item.citation.pmc??? ND
  • Scopus 11
  • ???jsp.display-item.citation.isi??? 11
social impact