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Quality and public transport service contracts

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  • Gatta, Valerio
  • Marcucci, Edoardo

Abstract

Service contracts are the natural method to set bilateral commitments. In transport service context, public authorities and transport operators have different goals, therefore regulation plays an important role especially failing competition. After a brief description of the most important regulatory procedures, we focus our attention on the quality framework in service contracts. In recent years the inclusion of quality requirements in contracts is becoming common practice, especially when adopting price cap regulation. This paper suggests a criterion for service quality definition, measurement and integration in contracts for the production of socially valuable transport services. Using choice-based conjoint analysis to analyse customer preferences we estimate the passengers’ evaluation of different service features and calculate a robust specification of a service quality index from the customers’ point of view. A case study demonstrates the procedure to follow for measuring service quality in local public transport differentiated by geographical service segments.

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Bibliographic Info

Article provided by ISTIEE, Institute for the Study of Transport within the European Economic Integration in its journal European Transport / Trasporti Europei.

Volume (Year): (2007)
Issue (Month): 36 ()
Pages: 92-106

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Handle: RePEc:sot:journl:y:2007:i:36:p:92-106

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Keywords: Service quality; Stated preferences; Service contracts;

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References

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  1. Louviere,Jordan J. & Hensher,David A. & Swait,Joffre D., 2000. "Stated Choice Methods," Cambridge Books, Cambridge University Press, number 9780521788304.
  2. Swait, Joffre, 2001. "A non-compensatory choice model incorporating attribute cutoffs," Transportation Research Part B: Methodological, Elsevier, vol. 35(10), pages 903-928, November.
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  6. Angela S. Bergantino & Etienne Billette de Villemeur & Annalisa Vinella, 2006. "A Model of Partial Regulation in the Maritime Ferry Industry," series 0010, Dipartimento di Scienze Economiche e Metodi Matematici - Università di Bari, revised Jan 2006.
  7. de Palma, André & Picard, Nathalie, 2005. "Route choice decision under travel time uncertainty," Transportation Research Part A: Policy and Practice, Elsevier, vol. 39(4), pages 295-324, May.
  8. William J. Baumol & Alvin K. Klevorick, 1970. "Input Choices and Rate-of Return Regulation: An Overview of the Discussion," Bell Journal of Economics, The RAND Corporation, vol. 1(2), pages 162-190, Autumn.
  9. Das, Satya P, 1980. "On the Effect of Rate of Return Regulation under Uncertainty," American Economic Review, American Economic Association, vol. 70(3), pages 456-60, June.
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Cited by:
  1. Silaghi Simona, 2010. "Quality Of Public Transportation Services In Urban Area Of Oradea," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(2), pages 469-474, December.
  2. Cascetta, Ennio & Cartenì, Armando, 2014. "The hedonic value of railways terminals. A quantitative analysis of the impact of stations quality on travellers behaviour," Transportation Research Part A: Policy and Practice, Elsevier, vol. 61(C), pages 41-52.
  3. Lupo, Toni, 2013. "Handling stakeholder uncertain judgments in strategic transport service analyses," Transport Policy, Elsevier, vol. 29(C), pages 54-63.
  4. 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.
  5. Mouwen, Arnoud & Rietveld, Piet, 2013. "Does competitive tendering improve customer satisfaction with public transport? A case study for the Netherlands," Transportation Research Part A: Policy and Practice, Elsevier, vol. 51(C), pages 29-45.
  6. P. A. Ferrari & S. Salini, 2008. "Measuring Service Quality: The Opinion of Europeans about Utilities," Working Papers 2008.36, Fondazione Eni Enrico Mattei.

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