@article{ref1,
title="A methodology for evaluating transit service quality based on subjective and objective measures from the passenger's point of view",
journal="Transport policy",
year="2011",
author="Eboli, Laura and Mazzulla, Gabriella",
volume="18",
number="1",
pages="172-181",
abstract="In this paper a methodology for measuring transit service quality is proposed. The methodology is based on the use of both passenger perceptions and transit agency performance measures involving the main aspects characterizing a transit service. The combination of these two types of service quality measurement fulfils the need to provide a reliable as possible measurement tool of the transit performance. Considering passenger perceptions is fundamental because the customer's point of view is very relevant for evaluating the performance of a transit service. At the same time, the use of a more objective measurement provided by the transit agency can be a useful solution for obtaining a more comprehensive service quality measurement. The proposed procedure is applied to a real case study of a suburban bus line; a series of subjective and objective indicators are calculated on the basis of users' perception about the service and measurements provided by the transit agency.<p />",
language="en",
issn="0967-070X",
doi="10.1016/j.tranpol.2010.07.007",
url="http://dx.doi.org/10.1016/j.tranpol.2010.07.007"
}