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Public transport service quality and sustainable development: a community stakeholder perspective


  • Linda Too

    (Mirvac School of Sustainable Development, Bond University, Gold Coast, QLD, Australia)

  • George Earl

    (Mirvac School of Sustainable Development, Bond University, Gold Coast, QLD, Australia)


A key element in achieving sustainability's triple-bottom-line goals is a good public transport system. Many studies have shown the relationship between effective public transport services and sustainable development at the city level. The purpose of this study is to introduce and use a SERVQUAL framework to measure public transport services within a master-planned community in Australia. The stakeholder survey findings suggest a wide gap between community expectations of public transport services and the actual service quality provided. This was consistent across all commuter groups. In particular, the findings have been useful in shedding broad light on the areas where improvements are needed most, i.e. responsiveness and reliability of services, to encourage greater use of public transport within the community level. Copyright © 2009 John Wiley & Sons, Ltd and ERP Environment.

Suggested Citation

  • Linda Too & George Earl, 2010. "Public transport service quality and sustainable development: a community stakeholder perspective," Sustainable Development, John Wiley & Sons, Ltd., vol. 18(1), pages 51-61.
  • Handle: RePEc:wly:sustdv:v:18:y:2010:i:1:p:51-61
    DOI: 10.1002/sd.412

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    Cited by:

    1. Redman, Lauren & Friman, Margareta & Gärling, Tommy & Hartig, Terry, 2013. "Quality attributes of public transport that attract car users: A research review," Transport Policy, Elsevier, vol. 25(C), pages 119-127.
    2. Smith, T.W. & Axon, C.J. & Darton, R.C., 2013. "A methodology for measuring the sustainability of car transport systems," Transport Policy, Elsevier, vol. 30(C), pages 308-317.

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