Perceived Service Quality Attributes in Public Transport: Inferences from Complaints and Negative Critical Incidents

Margareta Friman · Bo Edvardsson · Tommy Gärling

66 citations0/0 files storedJournal of Public Transportation

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Abstract

A sample of 200 complaints filed to a public transport company and 210 negative critical incidents (NCIs) obtained from on-board interviews were analyzed with the purpose of inferring perceived service quality (PSQ) attributes of public transport. The most frequent complaints and NCIs concerned employee behavior and punctuality, followed by missing or inaccurate information and inadequate planning. In a follow-up mail survey, a representative sample of 997 respondents reported if they remembered having experienced prototypical NCIs constructed on the basis of the complaints. Confirming the validity of the inferred PSQ attributes, all NCIs were reported to have been experienced by at least some respondents. NCIs related to employee behavior were, however less frequently remembered, whereas those related to vehicle design and space, punctuality, and traffic planning were more frequently remembered. Taken together, the results suggest that PSQ attributes in public transport refer to employee behavior, reliability, and simplicity. Finally, inferences made from customer complaints and negative critical incidents are shown to extend our knowledge of perceived service quality attributes in public transport.

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References

1954The critical incident technique.1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1990Delivering quality service: balancing customer perceptions and expectations 1983Classifying Services to Gain Strategic Marketing Insights 1990Service management and marketing: managing the moments of truth in service competition 1995The determinants of service quality: satisfiers and dissatisfiers 1992Service Breakdowns: A Study of Critical Incidents in an Airline 1964Studies in the reliability and validity of the critical incident technique.

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2007An investigation of the relationship between public transport performance and destination satisfaction 2005Stress in business relationships 2012Measuring service experience: Applying the satisfaction with travel scale in public transport 2003A content analysis of complaints and compliments 2003The structure of affective reactions to critical incidents 2007

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