Year: 2008
Type: article
Abstract: This paper develops a Stated Preference (SP) experiment that provides a way to measure service quality in public transport. The paper introduces an empirical procedure for optimising the SP experiment. This procedure permits the identification of the choice alternatives defining the experiment by simulating the choices of a user sample. By using the data collected from an experimental survey, a Multinomial Logit model was calibrated. This model is a way of identifying the importance of service quality attributes on global customer satisfaction and calculating a Service Quality Index, which provides an operationally appealing measure of current or potential service effectiveness.
Authors: Laura Eboli, Gabriella Mazzulla
Institution: University of Calabria
Language: English
Subfield: Economics and Econometrics
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W1980482122