Intelligent Management and Artificial Intelligence: Trends, Challenges, and Opportunities, Vol.1

Purpose: The purpose of this study is to assess the extent to which passengers use mobile applications as digital support in planning and executing public transport trips, as well as to evaluate these applications from the users' perspective. Need for the study: Despite the growing role of mobile applications in public transport, there is still a research gap in Poland regarding a thorough understanding of how passengers use these technologies, particularly in the context of the changing management of transport. Transport management systems are becoming increasingly intelligent, utilizing data analytics, automation, and digital technologies to improve service quality. The use of mobile applications within the framework of intelligent transport management can significantly impact the improvement of service accessibility, efficiency, and the overall passenger experience, especially in the face of various technological barriers. Methodology: The study employed a nationwide survey using the Computer-Assisted Web Interview (CAWI) method, conducted in 2023. The sample included 1,117 individuals aged 18 and older, residing across Poland, ensuring broad demographic representation. One of the primary objectives of the research was to gather information on passengers' use of mobile applications as digital support in planning and executing public transport trips. Findings: The results of the first part of the study showed that approximately 60% of passengers use mobile applications for ticket purchases, 80% indicated that they use maps and navigation apps, nearly 80% use location services during their trips, almost all passengers check timetables online (96.4%), over 80% check the waiting time for their chosen mode of transport online (84.6%), nearly 70% use the "Jak dojadę" app, while 30% have never used it. The second part of the study focused on the evaluation of mobile applications in railway and bus transport. About 50% of respondents rated websites, ticket purchasing applications, and passenger information apps positively. Practical Implications: The obtained information provides valuable insights that transport operators need to encourage passengers to use modern technologies. It may be useful in improving individual applications, sales channels, and passenger information systems, including those for people with disabilities or limited mobility. Special attention should be given to the evaluations of mobile applications, and strategies should be developed to address the identified weaknesses.