Citation

Eboli L, Mazzulla G. Transp. Policy 2011; 18(1): 172-181.

Copyright

(Copyright © 2011, Elsevier Publishing)

DOI

10.1016/j.tranpol.2010.07.007

PMID

unavailable

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.