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The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners' needs

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  • Guirao, Begoña
  • García-Pastor, Antonio
  • López-Lambas, María Eugenia

Abstract

Customer Satisfaction Surveys (CSS) have become an important tool for public transport planners, as improvements in the perceived quality of certain service attributes can lead to greater use of public transport and lower traffic pollution. The literature shows that the importance of quality attributes has until now been estimated indirectly, as they are derived from the Customer Satisfaction Index using various different and complex techniques. Little work has been dedicated to its direct estimation (stated importance) by designing ad-hoc surveys, an approach that represents a considerable reduction in the length of the questionnaire.

Suggested Citation

  • Guirao, Begoña & García-Pastor, Antonio & López-Lambas, María Eugenia, 2016. "The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners' needs," Transport Policy, Elsevier, vol. 49(C), pages 68-77.
    • Handle: RePEc:eee:trapol:v:49:y:2016:i:c:p:68-77
    DOI: 10.1016/j.tranpol.2016.04.003
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    References listed on IDEAS

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