QUALITY APPROACH TO THE SUSTAINABILITY OF PUBLIC TRANSPORT

Dalia Susnienė

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Transportation Planning and Optimization Customer Service Quality and Loyalty transportation and logistics systems

Abstract

Transport is an essential part of national economic, social and sustainable development that can produce both positive and negative effects on the environment and the quality of life depending on the level of development and indicated preferences. Modern interpretations of sustainable urban development require reducing the use of private cars through improving the quality of public transport services. Therefore, identifying the inefficiencies of the public transport system will help with improving service management, expanding coverage and increasing the attractiveness of public transport services. There is a general agreement that excellent customer service is a source of competitive advantage. The key to providing effective customer service is the accurate determination of the customer's needs and response to them in a consistent manner in order to assure their satisfaction. The SERQUAL model was employed as an instrument to measure customer satisfaction and give valuable information and guidelines for transport service companies on necessary improvements in their daily operations. The SERQUAL approach, in case service quality is defined and measured as the difference between expectations and perceptions, is the major point of departure from the previous attempts to find possible solutions to improving public transport services.

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References

1992Measuring Service Quality: A Reexamination and Extension 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 2004E-S-QUAL 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes 1990Relationship approach to marketing in service contexts: The marketing and organizational behavior interface 1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.

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