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September 10, 2025Open Access

Digitizing Urban Transport Services and Improving Service Quality: A Single-Case Study

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Qualitative analysis reveals digitization enhances service quality in urban transport, indicating potential in optimizing operations.

Digitization has improved the quality of urban transport services, reducing operational costs and enhancing customer experiences.
Yango has achieved significant improvements in service management through digitalization, including effective fee management and communication.
The use of real-time information has allowed for better understanding of customer travel habits, tailoring solutions to their needs.
Challenges in implementing digitization highlights the need for strategic approaches to urban transport technology.

WAMBA et al. (2025) studied this question.

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