TY  - JOUR
PY  - 2011//
TI  - A methodology for evaluating transit service quality based on subjective and objective measures from the passenger's point of view
JO  - Transport policy
A1  - Eboli, Laura
A1  - Mazzulla, Gabriella
SP  - 172
EP  - 181
VL  - 18
IS  - 1
N2  - 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 />
LA  - en
SN  - 0967-070X
UR  - http://dx.doi.org/10.1016/j.tranpol.2010.07.007
ID  - ref1
ER  -