Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches
Year: 2014
Type: article
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 have 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 analyze 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 to provide a discussion of future directions.
Source: Transportation Science
Authors: Juan de Oña, Rocio de Oña
Institution: Universidad de Granada
Language: English
Subfield: Transportation
Field: Social Sciences
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1994415176