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

Digitization is transforming urban transport systems, facilitating access to real-time information, optimizing routing and traffic management, and encouraging a sharing economy that replaces traditional vehicle ownership models. In this article, we discuss how digitization helps to solve out urban transport problems, while highlighting the main challenges cities face in implementing these technologies. A qualitative methodological approach is used to come out with sound results and deep discussions. The main findings depict that digitalization has enabled Yango to optimize its management processes, reduce operational costs, and improve the quality of its services. The platform has facilitated bookings, fee management, and communication between customers and drivers. Real_time data collection has also allowed the company to better understand its customer’s travel habits, enabling them to personalize their needs.