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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.

Suggested Citation

  • Gatta, Valerio & Marcucci, Edoardo, 2007. "Quality and public transport service contracts," European Transport \ Trasporti Europei, ISTIEE, Institute for the Study of Transport within the European Economic Integration, issue 36, pages 92-106.
  • Handle: RePEc:sot:journl:y:2007:i:36:p:92-106
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    File URL: http://hdl.handle.net/10077/5952
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    Cited by:

    1. David Hensher & Corinne Mulley, 2015. "Modal image: candidate drivers of preference differences for BRT and LRT," Transportation, Springer, vol. 42(1), pages 7-23, January.
    2. Adriano Alessandrini & Paolo Delle Site & Valerio Gatta & Edoardo Marcucci & Qing Zhang, 2015. "Stated Preference Logit Analysis Of Users’Attitudes Towards Conventional And Automated Buses," Working Papers 0215, CREI Università degli Studi Roma Tre, revised 2015.
    3. 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.
    4. Epstein, Bryan & Givoni, Moshe, 2016. "Analyzing the gap between the QOS demanded by PT users and QOS supplied by service operators," Transportation Research Part A: Policy and Practice, Elsevier, vol. 94(C), pages 622-637.
    5. 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.
    6. 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.
    7. Gatta, Valerio & Marcucci, Edoardo & Scaccia, Luisa, 2015. "On finite sample performance of confidence intervals methods for willingness to pay measures," Transportation Research Part A: Policy and Practice, Elsevier, vol. 82(C), pages 169-192.
    8. 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.
    9. 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.
    10. Lupo, Toni, 2013. "Handling stakeholder uncertain judgments in strategic transport service analyses," Transport Policy, Elsevier, vol. 29(C), pages 54-63.
    11. Rahman, Farzana & Das, Tanmay & Hadiuzzaman, Md & Hossain, Sanjana, 2016. "Perceived service quality of paratransit in developing countries: A structural equation approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 93(C), pages 23-38.
    12. Hensher, David A. & Ho, Chinh & Mulley, Corinne, 2015. "Identifying preferences for public transport investments under a constrained budget," Transportation Research Part A: Policy and Practice, Elsevier, vol. 72(C), pages 27-46.
    13. Simona Bigerna & Paolo Polinori, 2015. "Willingness to Pay and Public Acceptance for Hydrogen Buses: A Case Study of Perugia," Sustainability, MDPI, Open Access Journal, vol. 7(10), pages 1-20, September.
    14. Machado-León, José Luis & de Oña, Rocío & Baouni, Tahar & de Oña, Juan, 2017. "Railway transit services in Algiers: priority improvement actions based on users perceptions," Transport Policy, Elsevier, vol. 53(C), pages 175-185.
    15. P. A. Ferrari & S. Salini, 2008. "Measuring Service Quality: The Opinion of Europeans about Utilities," Working Papers 2008.36, Fondazione Eni Enrico Mattei.

    More about this item

    Keywords

    Service quality; Stated preferences; Service contracts;

    JEL classification:

    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • R41 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - Transportation: Demand, Supply, and Congestion; Travel Time; Safety and Accidents; Transportation Noise

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