Service quality for passengers

Nguyen Van Truong, Tetsuo Shimizu and Pham Duy Hoang

A chapter in Elgar Encyclopedia of Transport and Society, 2025, pp 358-359 from Edward Elgar Publishing

Abstract: The entry introduces the role of service quality to passengers and service providers. It explains the psychological processes of passengers’ perception of service quality. Subsequently, the entry discusses the main methods utilised in the literature to analyse and measure service quality. Finally, the entry discusses the disadvantages and advantages of each method of analysis in terms of interpretations and policy implications.

Keywords: Service quality; Analysis method; Measurement; IPA; Three-factor theory; Structural equation modelling; SEM (search for similar items in EconPapers)
Date: 2025
ISBN: 9781035330515
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