The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners' needs

Begoña Guirao, Antonio García-Pastor and María Eugenia López-Lambas

Transport Policy, 2016, vol. 49, issue C, 68-77

Abstract: Customer Satisfaction Surveys (CSS) have become an important tool for public transport planners, as improvements in the perceived quality of certain service attributes can lead to greater use of public transport and lower traffic pollution. The literature shows that the importance of quality attributes has until now been estimated indirectly, as they are derived from the Customer Satisfaction Index using various different and complex techniques. Little work has been dedicated to its direct estimation (stated importance) by designing ad-hoc surveys, an approach that represents a considerable reduction in the length of the questionnaire.

Keywords: Public transport; Customer satisfaction Surveys (CSS); Service Quality (SQ); User Perception; Factorial Analysis; MIMIC models (search for similar items in EconPapers)
Date: 2016
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (39)

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DOI: 10.1016/j.tranpol.2016.04.003

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