Improving the Quality of Moscow Public Transport Service: Prototyping a Mobile Application

Abstract Today public transport plays a vital role in the life in Moscow. It provides new routes and services for the citizens within the metropolitan city, monitoring the quality of public transport service by the passengers, who shift daily from one point to another, which seems to be an aspect that is often neglected by both operators and officials. This study aims to propose an alternative and more effective solution in a form of an application prototype or, as alternative, a section for an application, which could increase the level of qualitative feedback from the passengers of Moscow PT. A quantitative research method will be used for collecting and analyzing the data. The obtained data could be used by public transport operators for improving their services in the fields, which really matter for the final user - passenger. Based on the research a proposal will be an application prototype, which could make it possible to estimate PT services instantly by passengers via their mobile phone. Furthermore, the feedback data, gained from the users while using PT app prototype, could be useful for a specific number of target groups: PT operator, governmental authorities, cellular operator (Maxima telecom), and PT production industry. Despite having some limitations, the proposed solutions could be an effective alternative to the traditional formats of interviewing the passengers. The paper will consider the limitations and strengths of the proposed solution and the reasons for its implementation. Finally, a prototype will be designed. Keywords: service quality, public transport, quality of service, transport, transport problems, public transport application