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The tram for the fifth consecutive year gets a notable high in the examination of its users (12/01/2017)

The Tranvía de Murcia, a subsidiary of the Department of Development headed by Roque Ortiz, obtained an overall assessment of 8.4 points out of 10, in the 2016 satisfaction study, in response to the requirement of the UNE EN 13816 standard. This is the fifth consecutive year Which users punctuate with a remarkably high services of this urban means of transport.

97% of respondents say they are satisfied or very satisfied with the service.

The most notable suggestions for citizens are the increase in peak frequencies (specified by 20.9% of the users surveyed) and the extension of Line 1 (19.5% of respondents so refer).

When consulting on the characteristics perceived as most important of the service, the users emphasize the punctuality, comfort and compliance of frequencies.

Other characteristics indicated by at least 10% of the respondents are the feeling of safety inside, cleanliness, itineraries offered, attention of reviewers and staff, accessibility to the tram and environmental contribution.

On the other hand, the best valued attributes of the tram are the environmental contribution and lighting while the itinerary is the attribute with the lowest valuation.

In total, 619 surveys were carried out, which means a confidence level of 95.5%.

75.9% of the respondents are residents of the city of Murcia, while 17% come from districts.

As for the profile of the sample, 58.9% are students and the rest is divided among public sector workers (9.7%), private enterprise workers (18.4%), housewives (2, 8%), unemployed (4.7%), pensioners (3.4%) and entrepreneurs / self-employed (2.1%).

The analyzed attributes were:

- Service offered: punctuality, frequency and itineraries.

- Comfort during the ride: smooth movements, driving style, interior temperature, cleanliness and comfort on the way.

- Accessibility and safety: accessibility at stops, accessibility to the tram, security in the interior, security at stops.

- Information: Information on stops, information inside, web, brochures, social networks ...

- Tram personnel: Image and attention of personnel and resolution of problems.

- Systems of payment and environmental contribution: Comfort in the systems of payment and validation, environmental contribution.

For each of these attributes, respondents rated their degree of satisfaction by giving a score of 1 to 10, with the reference scale being: Less than 5: dissatisfied;

From 5 to 6: doubtful;

From 7 to 8: satisfied;

9 to 10: very satisfied.

Throughout this year, with the results of this study, Tranvía de Murcia will carry out a deeper follow-up of those aspects in which lower scores have been obtained, maintaining the level of quality of those attributes that have been better valued by the surveyed.

Source: Ayuntamiento de Murcia

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UNE-EN ISO 9001:2000 - ER-0131/2006 Región de Murcia
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