An investigation into the design and specification of revenue collection systems in urban mass transit
This thesis describes the nature of the specification and design of revenue collection systems from four urban mass transit systems: Manchester Metrolink, Sheffield Suptertram, Grenoble Tag Light Rail system and the Netherlands National Ticketing system. Previous research in this area has been generated from an industry perspective that has focused on new technologies and types of ticketing systems available. In addition fare collection is frequently discussed, and there is academic research available, in relation to pricing theory and policy. However, as yet there appears to be no theoretical or empirical research examining urban mass transit revenue collection systems and their specification. This research was initiated from a supplier of revenue collection systems expressing dissatisfaction in the design and specification selection procedure. In addition there was a need to conceptualise the important role that a revenue collection system plays in achieving a public transport operator's objectives. The aim of this study was to add to the theoretical base of this research area through the four case studies and to improve the design and selection of revenue collection systems in `real life' situations. Due to the nature of the research area being `real world' and revenue collection systems being bespoke, theoretical propositions were created from the literature review in order to guide the research and test the hypothesis. Through the theoretical proposition the role of the revenue collection system in a service marketing context is also established. This thesis is presented in seven chapters. Chapter 1 provides an introduction and background information to the research area. In Chapter 2 the research methodology is discussed together with the nature of the research. In Chapter 3 the literature review and the generation of the theoretical propositions and hypothesis are presented. In Chapter 4 the case studies describe the nature of the revenue collection systems and their specifications. In chapter 5 the case study analysis is undertaken based upon the theoretical propositions. Chapter 6 presents the overall conclusions and tests the hypothesis; it also presents recommendations for improving revenue collection system specification. Finally Chapter 7 discusses the research and its strengths and weaknesses and suggests areas for further research.