A composite index for evaluating transit service quality across different user profiles

Abstract

This paper evaluates the quality of service of the metropolitan Metro of Seville (Spain) across different user profiles, as determined through cluster analysis. Service quality evaluation is performed using a composite index that combines the user point of view with the service operator point of view. The combination of these two types of service quality measurement fulfils the need to provide a reliable measurement tool for transit performance. Six user profiles were identified, and it was ascertained that they have different opinions about the service, with heterogeneous gaps between the points of view among the six user profiles.