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Modelling user perception of bus transit quality

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Author Info

  • dell'Olio, Luigi
  • Ibeas, Angel
  • Cecín, Patricia
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    Abstract

    This article evaluates how bus users perceive the quality of their public transport service. In particular it looks at how perception of quality varies according to the available information. The experiment compares an overall evaluation of service quality before and after making passengers reflect on the importance of certain fundamental system variables which they may not have previously considered. Focus groups were used to individualise the most relevant variables. A quality survey was carried out both on-board buses and at bus stops and the overall service quality was related to the aforementioned variables using ordered probit models. The perception of quality is shown to change with the category of user and that there tends to be more criticism towards variations in overall quality until the users are stimulated into thinking more deeply about other influential variables. The application of this methodology may provide operating companies with valuable information for planning marketing policies aimed at different categories of user, in order to improve the service quality and attract more passengers to using public transport.

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    File URL: http://www.sciencedirect.com/science/article/B6VGG-501CG26-1/2/42d0dc9064b2c6c41af53a3b28c96322
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    Bibliographic Info

    Article provided by Elsevier in its journal Transport Policy.

    Volume (Year): 17 (2010)
    Issue (Month): 6 (November)
    Pages: 388-397

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    Handle: RePEc:eee:trapol:v:17:y:2010:i:6:p:388-397

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    Related research

    Keywords: Quality perception Bus transit Ordered probit Focus group;

    References

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    Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
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    1. Hensher, David A. & Stopher, Peter & Bullock, Philip, 2003. "Service quality--developing a service quality index in the provision of commercial bus contracts," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(6), pages 499-517, July.
    2. Hensher, David A. & Houghton, Erne, 2004. "Performance-based quality contracts for the bus sector: delivering social and commercial value for money," Transportation Research Part B: Methodological, Elsevier, vol. 38(2), pages 123-146, February.
    3. Hensher, David A. & Stanley, John, 2003. "Performance-based quality contracts in bus service provision," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(6), pages 519-538, July.
    4. David A. Hensher & Paola Prioni, 2002. "A Service Quality Index for Area-wide Contract Performance Assessment," Journal of Transport Economics and Policy, London School of Economics and University of Bath, vol. 36(1), pages 93-113, January.
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    Cited by:
    1. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
    2. Schelenz, Tomasz & Suescun, Ángel & Karlsson, MariAnne & Wikström, Li, 2013. "Decision making algorithm for bus passenger simulation during the vehicle design process," Transport Policy, Elsevier, vol. 25(C), pages 178-185.
    3. Eric N. AIDOO & William AGYEMANG & Jane E. MONKAH & Francis K. AFUKAAR, 2013. "Passenger’S Satisfaction With Public Bus Transport Services In Ghana: A Case Study Of Kumasi–Accra Route," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 8(2), pages 33-44, May.

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