A Report on Customer Perspectives on Transport for London Services

This report investigates customer perspectives on Transport for London (TFL) services, aiming to understand customer satisfaction levels, evaluate approaches taken by TFL to meet customer needs, and identify issues faced by customers. The report includes a literature review of the UK transport industry, focusing on customer issues and satisfaction, and the measures taken to improve services. The methodology section details the philosophical underpinnings, research methods, sampling, data collection, and analysis techniques used, as well as ethical considerations and research limitations. The findings and discussion section presents both quantitative and qualitative analysis of customer feedback. The report concludes with recommendations for TFL to mitigate identified issues and enhance customer satisfaction. This document is available on Desklib, a platform offering study tools and resources for students.

Customer perspectives on Transport for London services
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Table of Contents
Chapter 1: Background to the Study................................................................................................4
1.0 Introduction...........................................................................................................................4
1.1 Research Aim........................................................................................................................4
1.2 Research Objectives...................................................................................................................4
1.3 Research Question.....................................................................................................................5
1.4 Rationale of the research...........................................................................................................5
1.5 Summary....................................................................................................................................5
Chapter 2: Literature Review...........................................................................................................6
2.0 Introduction................................................................................................................................6
2.1 Transport industry UK...............................................................................................................6
2.2 Customer issues with UK transport industry.............................................................................7
2.3 Customer satisfaction with UK transport industry....................................................................9
2.4 Measures taken by UK transport industry for customer satisfaction.........................................9
2.5 Literature Gap..........................................................................................................................10
Chapter 3: Methodology................................................................................................................11
3.0 Philosophical underpinnings....................................................................................................11
3.1 Research Methodology Justified..............................................................................................11
3.2 Sampling..................................................................................................................................11
3.3 Data Collection Methods.........................................................................................................12
3.4 Data Analysis Methods............................................................................................................12
3.5 Ethical Considerations.............................................................................................................12
3.6 Research Limitations...............................................................................................................13
Chapter 4: Findings and Discussion..............................................................................................14
4.1 Quantitative Analysis...............................................................................................................14
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4.2 Qualitative Analysis.................................................................................................................21
Chapter 5: Conclusion and Recommendations..............................................................................22
6. References.................................................................................................................................24
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Chapter 1: Background to the Study
1.0 Introduction
Transport for London (TFL) is the local governing body accountable for the systems of transport
in London, England. The responsibility of Transport for London is to look after the chief
networks for the road routes, different networks of rail also including the “London Overground”,
“London Underground”, and “Docklands Light Railway” for buses, trams, taxis, and river
services. Transport for London is accountable mutually with the nations “Department for
Transport” (DFT) for the commissioning of the construction of new cross rail line as well as for
franchising the operation after its completion. In terms of transport services, customers of
London enjoy the rides and trips they have. Transport for London always seeks to provide the
customers with quality services. Transport for London is open to the approach of open data.
Transport for London is taking up the approach of open data in order to provide the access of
information to the customers availing the transport services. It would help them to gain a better
customer perspective. The level of satisfaction of each customer varies from each other availing
the transport services directed by Transport for London. The purpose of this chapter is to portray
the aim and objectives of the of the research project. Research questions have been developed to
analyze the customer perspective and satisfaction on the services provided by Transport for
London.
1.1 Research Aim
This research project aims to investigate levels of customer satisfaction on Transport for London
services (TFL).
1.2 Research Objectives
 To analyze levels of customer satisfaction on Transport for London services
 To evaluate different approaches taken by transport for London services in efforts to meet
customer satisfaction
 To evaluate the issues faced by customer using Transport for London services
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 To provide suitable recommendations in order to mitigate the issues identified and
evaluated
1.3 Research Question
 What are the perspectives of customers on Transport for London services?
 What are different approaches taken by Transport for London to provide quality services
to the customers?
 What are the issues faced by the customers availing the transport services using Transport
for London?
 What are the strategies that must be developed by Transport for London in order to
eliminate the issues faced by the customers?
1.4 Rationale of the research
The perspective of the customers regarding the transport services varies on a wide scale.
Transport for London is making huge investments from various sources due to which the other
transportation companies are feeling threatened. Thus, they are using competitive pricing
strategies. Transport for London is focused on the loyalty of the customers as it keeps a check on
their loyalty. The contribution of Transport for London on the GDP of the country is much
higher than that of the private transportation companies. The administrative bodies of England
are tensed as according to them the GDP might fall if the private and public transportation
companies compete with one another. The issue in the current scenario is that TFL understood if
they are able to analyze the perspective of the customers’ even poor quality services would come
to use.
1.5 Summary
In this chapter, the role of Transport for London (TFL) in Greater London Authority (GLA) has
been discussed. The approach of open data is taken by Transport for London to satisfy the
customers. The rationale of the study has been discussed in this chapter as well as the aim and
objectives of this research project have been portrayed. Research questions have been developed
to conduct the study in an effective manner.
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Chapter 2: Literature Review
2.0 Introduction
In this chapter, the literature on the services of the transport industry in UK will be studied. The
example of Transport for London (TFL) will be taken to understand the literature more
comprehensively. The issues customers are currently facing with regards to the services offered
by the sector will also be identified. The literature available on the level of customer satisfaction
with transport services will be assessed. The various steps taken by the transport industry to
address customer grievances and to provide optimum customer service will be noted. Finally, the
existing shortcoming or the gap in the literature on this subject will be studied.
2.1 Transport industry UK
UK’s transport industry offers a variety of services in the form of transportation via trains
(railways), planes (air-travel), taxis, buses, and the Tube in London, which is the most commonly
used means of transport as it is fast and affordable. It has been observed by the Department of
Transport in their 2017 Transport Statistics report that the major reason people take the services
of transport is for commuting or business. The transport industry in UK is currently facing
several problems, which are negatively affecting commuters’ relationship with it. According to
Passenger Transport (2018A), the governmental body of LNER (North Eastern Railway) will be
taking over the East Coast rail line after Virgin’s deal expires. However, as the number of
passengers is decreasing due to factors like low quality infrastructure, cost issues, etc, it is
difficult for the new governing body to make decisions pertaining to the system and the line.
Another major issue is the lack of infrastructure available for an older or disabled population.
Further, the poor quality of transport offered by governmental bodies of UK has led to the
industry facing a threat from private transport firms that offer high quality services. The UK
transport industry is attempting to identify customer issues, and to address them adequately.
Although, the transport industry of UK are trying their level best to satisfy the customers with
proper services the approach has somehow not been up to the mark. The transport services
provided by UK are though not up to the mark but they are able to satisfy the customers availing
transportation services. The transportation services of UK are looking forward to use the
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approach of open data, as it would enable them to provide the customers with the accessibility of
information. With the help of open data approach, transport industry of UK will be sharing the
information with the customers regarding the scheduling of the various transports such as the
route, time of arrival, and time of departure. The transport industry of UK is new entrant to the
approach of open data and they will be sharing and give the customers to access the information
through Smartphone applications. The issue that is being faced by the transport industry of is the
competition between the companies operating in public transport industry and the companies
operating in the private transport industry. Due to tough competition faced by the companies in
private transport sector, the private transport companies have decided to adopt competitive
pricing strategies. In addition, the competitive pricing strategies adopted by the private transport
companies are turning out to be a challenge for the public transport associations. The
government of the country is concerned with this issue of competition as it is creating a huge
impact on the economic growth of the transport industry. It is because adopting competitive
pricing strategy is curtailing the economy of the transport industry.
2.2 Customer issues with UK transport industry
Recently, the transport industry has been subjected to various customer grievances. These
customer issues have arisen because of different incidents and factors such as irregularity in the
Tube network, lack of expected facilities, safety issues, and so on. With reference to customer
issues with the transport sector, it is important to consider the problems faced by differently able
persons. According to Lucas (2012), a large segment of disabled individuals find it difficult and
degrading to travel by public transport as adequate facilities are not available for them to
commute with ease and dignity. In UK’s context as well, similar problems have been faced. In
recent times, TFL has been criticized for not making proper arrangements for disabled persons,
and for not ensuring the safety of such individuals who are travelling via the Tube. The
Independent (2018B) reports negative experiences of disabled individuals travelling in the Tube,
wherein the individuals expressed fear for their personal safety due to the negligence and
insensitivity of fellow travellers, and the lack of measures taken by the authorities. In
conjunction with problems faced by disabled persons, the problems faced in public transport by
ageing people are increasingly apparent. Passenger Transport (2018B) observes that the
population of UK consists largely of an ageing segment, and these individuals face issues such as
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struggling with the gap between the station and the train because of decreased mobility. This
creates a situation of indignity for the individual, who has to then ask for assistance, or struggle
on their own, and deal with the impatience and insensitivity of co-passengers.
Further, disruption in railway lines in underground train systems such as the Tube, poses an issue
for commuters. Of late, according to The Independent (2018A), there was a massive power
failure that stopped the Jubilee Line of the underground system in London for multiple hours,
and TFL was unable to find a swift solution. This frustrated the travellers greatly, as it wasted
their time and led to inconvenience.
Largely representative of the UK government in transport matters for London, TFL has also
made customers unhappy with the lack of ethicality in some of its decisions. A major incident
that caused traveller on the Tube to express anger at TFL was the announcement made by TFL
urging passengers not to ‘encourage’ beggars on the train, according to The Independent
(2018C). The customers were incensed at the wording of the message, which seemed to reflect a
lack of moral and ethical concern for the poor, homeless sections of London society. TFL
claimed it took advice from the British Transport Police to broadcast this message. However,
passengers were still unhappy with the social barricade the message seemed to erect between the
less well-off section of society and the better off Tube travellers.
Another major customer issue with UK’s transport industry, particularly London, is that the bus
network is sluggish, poorly maintained and that buses are infrequent, which is forcing travellers
to choose alternative transport, according to Evening Standard (2016). The buses are slow and
commuting is thus haphazard due to the congestion of roads in the city, and other factors such as
defunct and poorly maintained traffic lights, construction work on the road that drivers are
unaware of (passengertransport.co.uk, 2018C). This is incurring excess expense for the transport
authorities, as they are losing money due to lower bus fares, but have to incur the cost of
sustaining the bus network anyway. The unreliability of buses in London is a reason for
inconvenience for travellers, as they may have to resort to more expensive means of transport
such as private cars.
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2.3 Customer satisfaction with UK transport industry
Based on the literature studied in the previous section, it can be understood that customer
satisfaction with the transport sector is not very high. Further, according to Obstfeld (2016), with
the negative impact brought about by Brexit, UK citizens’ purchasing power is low. This has
made the consumers particularly careful about where they wish to, and can afford to spend their
money, and daily transport is not something they would prefer to spend a lot on. This is
particularly pertinent in London’s context, as the quality of transport provided is low. TFL is
considered responsible for this lack of quality, as the organization is a governmental body largely
accountable for the maintenance and operation for transport. It has been observed that the bus
service in London, offered by TFL, is not reliable and is infrequent. The Tube has also been
observed to experience tremendous delays and abrupt stoppage. This has decreased the level of
customers’ satisfaction, which is logical, considering that TFL is all that commuters of every
class and group can avail on a daily basis. The customers are not satisfied with the quality of
transportation provided by TFL, and they opine that TFL is not concerned with their complaints.
Further, commuters are not pleased with UK’s transport industry because of the environmental
damage caused by the sector. According to The Independent (2018E), the transport sector is
largely responsible for much of the greenhouse emissions in UK, and ultimately the taxpaying
population of UK has to suffer the consequences of such activities. The massive amount of air
pollution has also led to a concern in the commuter population regarding their health and safety.
2.4 Measures taken by UK transport industry for customer satisfaction
The transport industry has taken several measures to address the problems of commuters, and to
improve the quality of the existing transport system. For example, to improve the quality of
transport in London, TFL has begun working on plans for the Tube. After evaluating the
presence of air pollution and studying the impact of such pollution on the Tube, the Mayor of
London has collaborated with TFL to invest and plan for the improvement of air quality
(tfl.gov.uk, 2017B). According to TFL, further efforts are being made to reduce vehicular
emissions so that environmental damage is as minimal as possible, and the passengers get access
to healthy, clean and safe travel. It has been understood by the transport industry in UK that
commuters’ daily lives and important activities such as work, education, business etc are getting
disrupted due to the disruption in the public transport system (transportfocus.org.uk, 2018). The
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UK government and many transport authorities like TFL have begun to work on tackling this
issue. In response to customer complaints about the delay in travel timetables of the Tube, TFL
took to sending alerts to commuters in case of severe disruptions to the lines they would be
travelling by (campaignlive.co.uk, 2017). In addition, the transport industry is shifting its focus
towards a more customer-oriented approach. As of 2017, in a conference among high-authority
figures in the transport industry of UK, the importance and use of open source data to develop
the technological aspect of transport services was discussed (ridge.co.uk, 2017). The panel also
discussed measures for sustainable practices in the industry, and on improving the transport
infrastructure.
In a whole, the customers do have a quite positive perspective regarding the services provided by
the transport industry of UK. There are certain aspects that must be taken into account by the
government regarding the transport industry. The government of the country is taking up reform
initiatives in order to enrich the quality of the services provided by both public and private
transport companies. The reform initiatives taken by the government of the country are focusing
on curtailing the prices of the fairs charged by the public transport companies. The reform
initiatives taken also comprises of enhancing the quality of the existing services that are being
offered by the public transportation companies. The reform initiatives are taken in order to
satisfy the customers and make them have a positive perspective towards the transport industry.
2.5 Literature Gap
Very little literature is available on the precise level of customer satisfaction with regards to the
transport industry. The store of literature describing customer reactions to improvement in
transportation networks is also limited. While a considerable amount of literature is available
pertaining to transport practices, limitations and developments in London, the information
related to transport in the rest of UK is limited. As this research focuses on the transport industry
in UK, and on TFL as a transport authority, it attempts to determine the exact level of customer
satisfaction with the transport sector. Further, the research attempts to establish the impact of
customer issues and feedback on decisions made by the transport sector to improve the quality of
services provided.
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Chapter 3: Methodology
3.0 Philosophical underpinnings
In order to conduct any research work, several theoretical perspectives are utilized. The research
philosophy chosen by the researcher for conducting this research project is positivism
philosophy. Additionally, the researcher has chosen deductive approach. Research philosophy is
one of the most essential parts of the research work. The researcher collects the data and
information to conduct the study properly through an effective process. Research approach is
also considered as one of the most effective stage. The researcher looks forward to shape the
study and its helps the researcher to develop a better understanding regarding the study (Creswell
and Creswell, 2017).
3.1 Research Methodology Justified
The researcher has chosen positivism philosophy to conduct the study. Positivism philosophy
will help the researcher to collect information based upon facts and it will enrich the quality of
research project. The information collected by logical, facts, and arithmetical techniques. It helps
the researcher to accumulate reliable and valid data for research project. The deductive approach
focuses on theories and models used for gain a better understanding of the study in a proper
manner. The researcher is able to build up the content using existing models and theories.
Deductive approach also helped the researcher to conduct the research in a time efficient manner.
3.2 Sampling
Sampling technique is the procedure to target a segment of audience from a populace to conduct
a survey and accumulate data. Sampling techniques are categorized into two categories
probability and non-probability sampling technique (Singh and Masuku, 2014). In this research
work, the researcher will be using random sampling technique to conduct the study. Random
sampling technique would help the researcher to mitigate the biasness in the process of selecting
respondents. The researcher has developed 10 questionnaires for the study and targeted 100
respondents to distribute the questionnaires.
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3.3 Data Collection Methods
It is highly significant to select proper method for collecting data for the research study. The data
collection method is classified into two categories namely primary data collection method and
secondary data collection method (Sullivan-Bolyai et al., 2014). Primary data collection method
helps the researcher to collect data easily by carrying out survey and interviews. Selecting
random sampling technique makes it possible for the researcher to conduct the survey in an
effective manner by accumulating the responses of the respondents or the audience targeted.
Additionally, carrying out interviews will help the researcher to gather the personal views of the
managers. On contrary, using the secondary data collection method would help the researcher to
gather data and information from journals, books, and online sources. In order to conduct this
research project, the researcher has chosen primary data collection method. Selecting primary
data collection method has enabled the researcher to collect data in an effective manner. The
researcher has used quantitative and qualitative data collection method to accumulate reliable
information for conducting the research study in a proper way.
3.4 Data Analysis Methods
Data analysis method is one of the most essential sections of the entire research project. The
researcher has developed six questionnaires for the respondents and two questions for the
managers of Transport for London. The data accumulated for conducting the research project
will be analyzed using proper tools and techniques comprising of tables and graphs. Analyzing
the data collected data will help the researcher to enrich the research quality and develop a better
understanding of the research project (Ott and Longnecker, 2015).
3.5 Ethical Considerations
Ethical consideration is the most significant part of the research project. In order to conduct the
research project in right way the researcher must obey and take into account the ethical
considerations. The research is required to maintain the ethical codes for conducting the study in
an effective manner. The research should follow Data Protection Act of 1991. It is highly
important for the researcher to conduct the entire research project in an authentic and legal
manner. Maintain the ethical considerations will help the researcher to avoid the legal
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compliance. Since primary data collection method has been used, the researcher has ensured that
the interview is conducted after receiving permission from the authority of Transport for London.
3.6 Research Limitations
The researcher while conducting the research study has faced several challenges. The main
limitation of the entire research project was the budget and the time scale. The lack of budget
made it quite difficult for the researcher to conduct the research work more efficiently. On the
other hand, due to stipulated period, the researcher had to carry out the study quickly and it made
the research apart from collecting more data and information.
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Chapter 4: Findings and Discussion
4.1 Quantitative Analysis
Q1. Specify your gender
Options Percentage of
respondents
Number of
respondents
Total number of
students
Male 57% 57 100
Female 43% 43 100
Table 1: gender of the respondents
Male
Female
0%
10%
20%
30%
40%
50%
60% 57%
43%
Figure 1: gender of the respondents
Findings:
From the above figure, it can be noticed that 57% of the respondents are male and 43% of the
respondents are female. Thus, it can be stated that the participation of males were greater than
that of females.
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Q2. What are the means of transports mostly used by you?
Options Percentage of
respondents
Number of
respondents
Total number of
respondents
Taxis 39% 39 100
Buses 27% 27 100
Trains 15% 15 100
Trams 15% 15 100
Others 4% 4 100
Table 2: means of transport mostly used
Taxis Buses Trains Trams Others
0%
5%
10%
15%
20%
25%
30%
35%
40% 39%
27%
15% 15%
4%
Figure 2: means of transport mostly used
Findings:
As per the statistical figures provided in the above graph, it can be stated that the means of
transport that are mostly used by the people of London are taxis (37%), while buses are used 27
% of the respondents use buses. Train services and tram services are availed by 30% of the
respondents. On the other hand, 4% of the respondents use some other transport services.
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Q3. How far do you agree that the transport services provided by TFL are satisfactory?
Options Percentage of
respondents
Number of
Respondents
Total number of
respondents
Strongly agreed 27% 27 100
Agreed 23% 23 100
Neutral 15% 15 100
Disagreed 15% 15 100
Strongly disagreed 20% 20 100
Table 3: transport services provided by TFL are satisfactory
Strongly agreed Agreed Neutral Disagreed Strongly
disagreed
0%
5%
10%
15%
20%
25%
30% 27%
23%
15% 15%
20%
Figure 3: transport services provided by TFL are satisfactory
Findings:
According to the data given in the graph above, it can be observed that 27% of the respondents
strongly agreed that the services provided by TFL are satisfactory and 23% of the respondents
agree with this point. In addition, 15% of the respondents have given neutral responses regarding
the satisfaction level provided by the services of TFL. On contrary, 15% of the respondents are
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disagreeing and 20% of the respondents have strongly disagreed with the point that the services
of TFL are satisfactory.
Q4. What are the enhancements that must be done by TFL in the transportation services?
Options Percentage of
respondents
Number of
respondents
Total number of
respondents
Inform the
customers regarding
the arrival time of
the buses
35% 35 100
Curtail the fairs of
transportation
services
28% 28 100
Enrich the quality of
the services provided
20% 20 100
Others 17% 17 100
Table 4: enhancements that must be done by TFL in the transportation services
Inform the
customers
regarding the
arrival time of the
buses
Curtail the fairs of
transportation
services Enrich the quality
of the services
provided Others
0%
5%
10%
15%
20%
25%
30%
35%
35%
28%
20%
17%
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Figure 4: enhancements that must be done by TFL in the transportation services
Findings:
As per the statistical figures provided in the above graph, it can be seen that 35% of the
respondents believe that TFL must inform the customers regarding the arrival time of the buses.
In addition, 28% of the respondents believe that TFL must curtail the fairs of the transportation
services and 20% of the total respondents suggested that TFL must enrich the quality of the
services provided to the people of the city. On the other hand, 17% of the total respondents
believe there are some other changes that must be done by TFL in order to enhance the
transportation services provided in London.
Q5. How far do you agree that the transportation services provided by TFL are dominant
on the private transportation companies in London?
Options Percentage of
respondents
Number of
Respondents
Total number of
respondents
Strongly agreed 15% 15 100
Agreed 20% 20 100
Neutral 10% 10 100
Disagreed 25% 25 100
Strongly disagreed 30% 30 100
Table 5: transportation services provided by TFL are dominating the private
transportation companies in London
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15%
20%
10%25%
30%
Percentage of respondents
Strongly agreed
Agreed
Neutral
Disagreed
Strongly disagreed
Figure 5: transportation services provided by TFL are dominating the private
transportation companies in London
Findings:
From the data provided in the above figure, it can be seen that 30% of the respondents strongly
disagree that transportation services provided by TFL are dominating the private transportation
companies in London and 25% of the respondents have disagreed with this point. Furthermore,
10% of the respondents are neither agreeing nor disagreeing with the point. On contrary, 20% of
the respondents have agreed that transportation services provided by TFL are dominating the
private transportation companies in London and 15% of the respondents strongly agreed with
this point. Thus, it can be stated that the people of London are quite unaware of the strategies
used by TFL.
Q6. How satisfactory are the payment options provided by Transport for London?
Options Percentage of
respondents
Number of
Respondents
Total number of
respondents
Highly satisfactory 25% 25 100
Satisfactory 30% 30 100
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Neutral 10% 10 100
Dissatisfactory 25% 25 100
Highly
dissatisfactory
10% 10 100
Table 6: satisfaction level given by payment options of TFL
25%
30%10%
25%
10%
Highly satisfactory
Satisfactory
Neutral
Dissatisfactory
Highly dissatisfactory
Figure 6: satisfaction level given by payment options of TFL
Findings:
According to the arithmetical figures given in the above graph, it can be stated that the payment
options provided by TFL are highly satisfactory to 25% of the respondents and 30% of the
respondents are satisfied with the payment options of TFL. In addition, 10% of the respondents
have shown neutral responses. On contrary, the payment options provided by TFL are
dissatisfactory to 25% of the respondents and 10% of the respondents are highly dissatisfied by
the payment options provided by TFL.
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4.2 Qualitative Analysis
Q1. Why TFL has chosen the approach of Open Data?
As per the viewpoint of manager 1, the approach of open data was actually a risk taken by TFL
and it paid off. TFL has now adapted to open data and is capable of demonstrating the benefits of
open data to the stakeholders of TFL. The manager also stated that TFL was well aware of the
fact that its customers were increasing at a rapid rate and wanted to access the information
regarding the transportation services provided by TFL from Smartphone platforms through wide
range of apps.
According to the viewpoint of manager 2, the innovation in the apps of transportation services
makes it possible for the service users to access the details of the scheduling and routes of the
transports such as taxis, buses, trams, and trains. With the help of open data approach, the
customers are free to access the information provided by TFL in an easy and effective manner. In
this way the customer perspective on the services of TFL are positively impacted.
Q2. What are issues faced by TFL?
As stated by manager 1, the issue that is faced by TFL is that they have to invest a huge amount
of capital for maintaining their position in the open data approach. The amount of capital
invested for open data and making it possible for the people of London to access the information
from the Smartphone platforms is huge. In the mean time TFL, also have to provide the
customers with correct schedule and routes of the transports.
According to the view of manager 2, another major issue faced by TFL is the competitive pricing
strategy used by the private transportation companies. The private transportation companies are
giving TFL a tough competition by opting competitive pricing strategy. The perspective of
customers is influenced regarding the transportation services in complete manner coming up with
competitive pricing strategy.
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Chapter 5: Conclusion and Recommendations
Therefore, while concluding it can be stated that the researcher has successfully conducted the
research project. In this researcher project, the researcher has clearly described the function of
Transport for London as well as the services that are provided by TFL in Great London. The
activities that are carried out by Transport for London are highly significant in the transportation
industry of UK. The researcher has also defined the aim and objectives of the research project
and the research questions have been addressed properly. In the section of Literature review, the
transport industry of UK has been demonstrated the operations that are carried out by the private
and public transport companies. The issues that are being faced by the customers regarding the
services provided by transport industry of UK have also been illustrated. Further, the level of
satisfaction provided by the transport industry of UK has been discussed and it could be said that
they have not entirely failed to satisfy the people. Several measures have been taken by the
transport industry in order to meet the requirements of the customers. In the section of research
methodology, the researcher has discussed the tools and techniques used in order to conduct the
research in an effective manner to develop a good understanding of the entire study.
The researcher has chosen deductive approach and positivism philosophy to carry out the project.
With the help of deductive approach to shape, the content and positivism, philosophy helped the
researcher to collect data based on facts. For conducting this research, the researcher has chosen
100 citizens of London as the sample audience with the use of random sampling technique to
remove biasness. Furthermore, the researcher has also collected data with the help of primary
data collection method. The researcher developed six questionnaires for conducting the survey
with the sample audience selected. The researcher also prepared two questions for the managers
of TFL in order to gain idea about the perspective of the customers regarding the services
provided by TFL. Quantitative and qualitative data collection methods were chosen in order to
make sure that the data collected is accurate and reliable. The researcher further analyzed the
data accumulated and presented it in the form of graphs and figures consisting of statistical data.
Hence, the researcher was able to conduct the research project successfully with proper and
reliable information incorporated within the study.
Based on the research conducted and the outcomes generated, the researcher provided suitable
recommendations that are to be taken into account. According to the researcher, TFL must
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develop effective strategies to ensure that the people, who have negative view on the services of
TFL, change to positive. TFL must also implement the competitive pricing strategies to
neutralize the effect of private transport companies. The reform initiatives taken by TFL should
focus on satisfying the customers rather than just competing with the private companies. TFL
must take up the integrated approach of “Demand Responsive Transportation”. TFL must also
reform the transport policies to mitigate the issues faced by the people of London.
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6. References
Creswell, J.W. and Creswell, J.D., 2017. Research design: Qualitative, quantitative, and mixed
methods approaches. Sage publications.
Ott, R.L. and Longnecker, M.T., 2015. An introduction to statistical methods and data analysis.
Nelson Education.
Singh, A.S. and Masuku, M.B., 2014. Sampling techniques & determination of sample size in
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