 Modelling user perception of bus transit qualityLuigi dell'Olio, Angel Ibeas and Patricia Cecín Transport Policy, 2010, vol. 17, issue 6, 388-397 Abstract: This article evaluates how bus users perceive the quality of their public transport service. In particular it looks at how perception of quality varies according to the available information. The experiment compares an overall evaluation of service quality before and after making passengers reflect on the importance of certain fundamental system variables which they may not have previously considered. Focus groups were used to individualise the most relevant variables. A quality survey was carried out both on-board buses and at bus stops and the overall service quality was related to the aforementioned variables using ordered probit models. The perception of quality is shown to change with the category of user and that there tends to be more criticism towards variations in overall quality until the users are stimulated into thinking more deeply about other influential variables. The application of this methodology may provide operating companies with valuable information for planning marketing policies aimed at different categories of user, in order to improve the service quality and attract more passengers to using public transport. Keywords: Quality; perception; Bus; transit; Ordered; probit; Focus; group (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:trapol:v:17:y:2010:i:6:p:388-397 Ordering information: This journal article can be ordered from Access Statistics for this article Transport Policy is currently edited by Y. Hayashi More articles in Transport Policy from Elsevier |
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