Modelling user perception of taxi service quality

Borja Alonso, Rosa Barreda, dell’Olio, Luigi and Angel Ibeas

Transport Policy, 2018, vol. 63, issue C, 157-164

Abstract: This article presents a research study on modelling taxi user perceived quality. Following a thorough review of the available international literature, relevant variables are individualised using focus groups of taxi users, and a satisfaction survey is designed. The resulting data are used to estimate two types of ordered probit models, which consider systematic and random variations in taste: on the one hand, a model that provides attributes and their influence on the perceived quality of taxi service when no previous information about the system is available and, on the other hand, a model that considers their changed perception after being informed about the attributes that could affect the system's perceived quality. The results mention the attributes that the users normally value and those that they would value after being asked to reflect on them.

Keywords: Taxi; Service quality; Ordered probit; Random effect; Systematic variation in taste (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (20)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:trapol:v:63:y:2018:i:c:p:157-164

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DOI: 10.1016/j.tranpol.2017.12.011

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