Developing Customer-Based Measures of Overall Transportation Service Quality in Colorado: Quantitative and Qualitative Approaches

Abstract

Measurement of customers' perceptions of service quality is crucial to successful service management. This article focuses on the measurement of service quality in Colorado s transportation system, including all transportation modes, transportation infrastructure issues, and special emphasis on public transportation in metropolitan areas. It discusses quantitative and qualitative approaches to transportation service quality measurement. The study also contrasts the results of quantitative and qualitative measurements and methodologies for assessing transportation service quality. Finally, the paper offers recommendations for the use of these methodologies by transportation planners, especially those operating in the public transportation sphere.

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