Year: 2007
Type: article
Study design: Observational Study
Abstract: In this article a tool for measuring customer satisfaction in public transport is proposed. Specifically, a structural equation model is formulated to explore the impact of the relationship between global customer satisfaction and service quality attributes. The public transport service analyzed is the bus service habitually used by University of Calabria students to reach the campus from the urban area of Cosenza (southern Italy). To calibrate the model, some data collected in a survey addressed to a sample of students were used. The proposed model can be useful both to transport agencies and planners to analyze the correlation between service quality attributes and identify the more convenient attributes for improving the supplied service.
Source: Journal of Public Transportation
Authors: Laura Eboli, Gabriella Mazzulla
Institution: University of Calabria
Language: English
Subfield: Transportation
Field: Social Sciences
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W2030062576