Quality mapping of public transport service: Case study for Brno, Czech Republic

The quality of public transport is an important factor in the transport mode decision process. This study used a mystery shopping approach to assess the quality level of city public transport in the selected study area of Brno city in the Czech Republic. A structured observation framework was developed to ensure objective and comprehensive data were collected and evaluated. The objective observations were combined with a passenger-centered approach to reflect the experience of a random customer using the service. The collected data were processed and evaluated and bring a valuable insight into the current level of quality of service provided by urban public transport. Statistical analysis of delay times, occupancy levels, and other quantitative variables was performed to assess operational performance across different lines and times of day. This analysis helps to identify key areas for improvement.