Investigating a New Approach to Market Change Measurement in Public Transport

The development and exploration of a new concept for market change measurement termed ‘Customer Fluctuation’. The approach is based on the theory of ‘customer churn’, which measures ongoing users against those exiting a market. Customer fluctuation builds on this approach by measuring not only the relationship between lost and continuing users but also users that are new or returning to public transport use. This thesis measures customer fluctuation using two different data approaches; smart card data and a survey. Comparisons are made between the two approaches and further improvements are recommended.