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dc.contributor.authorOña López, Juan José De es_ES
dc.contributor.authorOña López, Rocío de es_ES
dc.date.accessioned2015-01-29T13:33:48Z
dc.date.available2015-01-29T13:33:48Z
dc.date.issued2014-12-08
dc.identifier.citationDe 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]es_ES
dc.identifier.issn0041-1655
dc.identifier.urihttp://hdl.handle.net/10481/34480
dc.description.abstractThe 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.es_ES
dc.description.sponsorshipThis 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”.es_ES
dc.language.isoenges_ES
dc.publisherInstitute for Operations Research and the Management Scienceses_ES
dc.subjectService qualityes_ES
dc.subjectPublic transportes_ES
dc.subjectCustomer satisfaction surveyses_ES
dc.subjectDerived importancees_ES
dc.subjectStated importancees_ES
dc.titleQuality of service in public transport based on customer satisfaction surveys: A review and assessment of methodological approacheses_ES
dc.typeinfo:eu-repo/semantics/preprintes_ES
dc.rights.accessRightsinfo:eu-repo/semantics/openAccesses_ES
dc.identifier.doi10.1287/trsc.2014.0544
dc.identifier.doi1526-5447


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