IDEAS home Printed from
MyIDEAS: Login to save this article or follow this journal

Urban Transport Management And Customer Perceived Quality: A Case Study In The Metropolitan Area Of Cagliari, Italy

  • Benedetto BARABINO


    (University of Cagliari, Department of Land Engineering, via Marengo 2, C.a.p 09123, Cagliari, Italy)

  • Eusebio DEIANA


    (Technomobility S.r.l, viale Trieste 159/3, C.a.p 09123, Cagliari, Italy)

  • Proto TILOCCA


    (CTM S.p.A, viale Trieste 159/3, C.a.p 09123, Cagliari, Italy)

Registered author(s):

    Liberalization processes and the threats posed by ever increasing competition have forced public transport companies in Italy to pay a closer attention to their customers, so to enhance loyalty and demand for transport. These customer-targeted strategies have been responsible for some significant changes of otherwise consolidated practices, in an attempt to lure new transit riders and discourage potential competitors from entering local markets. The present study describes the results of an on-board survey implemented within the Cagliari’s metropolitan area and aimed at discovering the degree of perceived quality toward the offer of public transport managed by CTM S.p.A, the local transport agency in charge for the planning and management of public mobility around the Sardinian’ regional capital. The research focuses on the implementation of an Impact Score methodology which, following the suggestions included in the Transit Cooperative Research Program Report n°47 (1999), assesses the degree of perceived quality with reference to ten core attributes of the public transport. The survey results show a substantial lack of structural problems and a high level of perceived quality, although some attributes need to be addressed if CTM aims to preserve and strengthen the central role so far enjoyed.

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

    File URL:
    Download Restriction: no

    Article provided by Research Centre in Public Administration and Public Services, Bucharest, Romania in its journal Theoretical and Empirical Researches in Urban Management.

    Volume (Year): 6 (2011)
    Issue (Month): 1 (February)
    Pages: 19-32

    in new window

    Handle: RePEc:rom:terumm:v:6:y:2011:i:1:p:19-32
    Contact details of provider: Postal: 6 ROMANA PLACE, 70167 - BUCHAREST
    Phone: 0040-01-2112650
    Fax: 0040-01-3129549
    Web page:

    More information through EDIRC

    No references listed on IDEAS
    You can help add them by filling out this form.

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    When requesting a correction, please mention this item's handle: RePEc:rom:terumm:v:6:y:2011:i:1:p:19-32. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Colesca Sofia)

    The email address of this maintainer does not seem to be valid anymore. Please ask Colesca Sofia to update the entry or send us the correct address

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.