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Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches

Author

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  • Juan de Oña

    (TRYSE Research Group, Department of Civil Engineering, University of Granada, ETSI Caminos, Canales y Puertos, 18071 Granada, Spain)

  • Rocio de Oña

    (TRYSE Research Group, Department of Civil Engineering, University of Granada, ETSI Caminos, Canales y Puertos, 18071 Granada, Spain)

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.

Suggested Citation

  • Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    • Handle: RePEc:inm:ortrsc:v:49:y:2015:i:3:p:605-622
    DOI: 10.1287/trsc.2014.0544
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