A Service Quality experimental measure for public transport

Gabriella Mazzulla · Laura Eboli

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

Abstract

In questa nota é proposta una tecnica per la misura della qualità dei servizi di trasporto collettivo. Il peso che ciascun fattore ha sulla qualità del servizio globale é calcolato attraverso una procedura empirica sulla base dei giudizi espressi dagli utenti su alcuni fattori di qualità del servizio. I pesi stimati sono utilizzati per calcolare un indice SQI di qualità del servizio, utile alle aziende di trasporto per migliorare i servizi offerti. I dati utilizzati sono quelli raccolti in una prima indagine che aveva come obiettivo quello di analizzare le scelte di mobilità degli studenti dell’Università della Calabria, realizzata nell’autunno 2003.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1991Structural Equations with Latent Variables.1984Attractive Quality and Must-Be Quality 1993KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY 2001Transportation Systems Engineering: Theory and Methods 2003Service quality––developing a service quality index in the provision of commercial bus contracts 2005European Transport \ Trasporti Europei 1998Customer-satisfaction measurement

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