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Please use this identifier to cite or link to this item: http://hdl.handle.net/10481/34480

Title: Quality of service in public transport based on customer satisfaction surveys: A review and assessment of methodological approaches
Authors: Oña, Juan de
Oña, Rocío de
Issue Date: 8-Dec-2014
Abstract: The growth of literature in the field of quality of service in the public transport (PT) sector shows increasing concern for a better understanding of the factors affecting service quality (SQ) in PT organizations and companies. A large variety of approaches to SQ has been developed in recent years owing to the complexity of the concept; the broad range of attributes required to evaluate SQ; and the imprecision, subjectivity and heterogeneous nature of the data used to analyse it. Most of these approaches are based on customer satisfaction surveys. This paper seeks to summarize the evolution of research and current thinking as it relates to the different methodological approaches for SQ evaluation in the PT sector over the years, and provides a discussion of future directions.
Sponsorship: This study is sponsored by the Conserjería de Innovación, Ciencia y Economía of the Junta de Andalucía (Spain) through the Excellence Research Project denominated “Q-METROBUS-Quality of service indicator for METROpolitan public BUS transport services”.
Publisher: Institute for Operations Research and the Management Sciences
Keywords: Service quality
Public transport
Customer satisfaction surveys
Derived importance
Stated importance
URI: http://hdl.handle.net/10481/34480
ISSN: 0041-1655
Citation: De Oña, J.; De Oña, R. Quality of service in public transport based on customer satisfaction surveys: A review and assessment of methodological approaches. Transportation Science, 2014. [http://hdl.handle.net/10481/34480]
Appears in Collections:TEP246 - Artículos

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