"JR EAST App" for customers' smartphones based on ICT

"JR EAST App" for customers' smartphones based on ICT

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East Japan Railway Company (JR East) is all-round and the biggest railway company in the world. Our business domains are railway, lifestyle and IT&Suica business, and we intended to grow continuously while meeting our social responsibilities as a trusted lifestyle service creating group. JR East released the “JR East App”which is an application (app) for smartphones in March 2014 aiming to improve the level of satisfaction with information service for passengers. This app aims to help those who use JR East to easily obtain necessary information by using their smartphones anytime and anywhere in a timely manner. In order to achieve this aim, JR East utilizes various kinds of location technologies such as GPS, Wi-Fi and ultrasonic beacons and provides content using real-time data unique to railway business operators such as operation statuses, location information and occupancy of trains. JR East also provides information on shops in its station buildings and around its stations and entertainment content consisting of e-books, games, etc. As of the end of December 2016, over 2.3 million smartphone users mainly within Japan have downloaded this app, and many people actively use this app. Access logs show that the content mainly used is real-time information related to the use of railways. In addition, the questionnaire survey revealed that around 80% of respondents are satisfied with this information service, and around 90% of respondents are willing to continue to use this app.

Chapter Contents:

  • Abstract
  • 9.1 Introduction
  • 9.2 Features of the app
  • 9.3 Content
  • 9.3.1 Content related to railways
  • 9.3.2 Content related to marketing
  • 9.4 System configuration
  • 9.5 Use situations of the app
  • 9.5.1 The number of users
  • 9.5.2 Attribute of users
  • 9.5.3 Access logs
  • 9.6 Questionnaire survey
  • 9.6.1 Attribute of respondents
  • 9.6.2 The level of satisfaction/intention of continuous use
  • 9.6.3 Relationship between the level of overall satisfaction with the app and the level of satisfaction with each type of content
  • 9.7 Comparison with the English version of this app
  • 9.8 Conclusion
  • 9.9 Future work
  • References

Inspec keywords: mobile computing; mobile handsets; wireless LAN; railways; health care; smart phones

Other keywords: JR East App; East Japan Railway Company; information service; railway business operators; trusted lifestyle service creating group; JR EAST App

Subjects: Ubiquitous and pervasive computing; Mobile radio systems; Information networks; Computer communications

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