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Title: A service quality experimental measure for public transport
Authors: Mazzulla, Gabriella
Eboli, Laura
Keywords: public transportservice quality attributes importance valueservice quality index
Issue Date: 2006
Publisher: EUT Edizioni Università di Trieste
ISTIEE Istituto per lo studio dei trasporti nell’integrazione economica europea
Source: Gabriella Mazzulla, Laura Eboli, "A service quality experimental measure for public transport", in: European Transport / Trasporti Europei, XII (2006) 34, pp. 42-53.
Series/Report no.: European Transport / Trasporti Europei
XII (2006) 34
In this paper the importance of service quality attributes for public transport is estabilished by
Importance Value calculation. Attribute weights (IV) are calculated by a specific empirical procedure in
which a rate is assigned to each attribute according to the preferences of passengers.
Finally, a Service Quality Index (SQI) for measuring the effectiveness of supplied services is calculated
according to the main service quality attributes and their weights. This index can be useful to planners to
choose more appropriate public transport agencies. Futhermore, it can be used by transport agencies to
improve supplied service regarding more convenient service quality attributes.
Type: Article
ISSN: 1825-3997
Appears in Collections:European Transport / Trasporti Europei (2006) 34/XII

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