Monitoring Changes in Transit Service Quality over Time

Rocío de Oña · Laura Eboli · Gabriella Mazzulla

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Transportation Planning and Optimization Customer Service Quality and Loyalty Urban Transport Systems Analysis

Abstract

Measuring and monitoring quality of supplied services is fundamental for guaranteeing to the users of the services good levels of quality and a continuous improvement of the service characteristics. Many researchers consider the customer's point of view as the most relevant for evaluating transit service quality, being the customers the real users of the service. For this reason, service quality has been generally evaluated based on customer perceptions and expectations about the service, collected through the well-known Customer Satisfaction Surveys. In this work, just the issue of measuring service quality by analysing users’ opinions is approached. Specifically, data from Customer Satisfaction Surveys conducted by the Transport Consortium of Granada (Spain) over the years (from 2006 to 2012) are analysed, and the main changes produced in transit service over time are monitored by different ways, identifying deteriorating conditions and highlighting improvements in service in response to service intervention aspects.

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References

2007Service Quality Attributes Affecting Customer Satisfaction for Bus Transit 2003Service quality––developing a service quality index in the provision of commercial bus contracts 2007Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores 2010An evaluation of airline service quality using the fuzzy weighted SERVQUAL method 2000International service variants: airline passenger expectations and perceptions of service quality 2009A New Customer Satisfaction Index for Evaluating Transit Service Quality 2010Customer satisfaction using low cost carriers 2017How to Measure Customer Satisfaction

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