Please use this identifier to cite or link to this item: http://hdl.handle.net/10077/5952
Title: Quality and public transport service contracts
Authors: Gatta, Valerio
Marcucci, Edoardo
Keywords: Service qualityStated preferencesService contracts
Issue Date: 2007
Publisher: EUT Edizioni Università di Trieste
ISTIEE Istituto per lo studio dei trasporti nell’integrazione economica europea
Source: Edoardo Marcucci, Valerio Gatta, "Quality and public transport service contracts", in: European Transport / Trasporti Europei, XII (2007) 36, pp. 92-106.
Series/Report no.: European Transport / Trasporti Europei
XII (2007) 36
Abstract: 
Service contracts are the natural method to set bilateral commitments. In transport service context,
public authorities and transport operators have different goals, therefore regulation plays an important
role especially failing competition. After a brief description of the most important regulatory procedures,
we focus our attention on the quality framework in service contracts. In recent years the inclusion of
quality requirements in contracts is becoming common practice, especially when adopting price cap
regulation. This paper suggests a criterion for service quality definition, measurement and integration in
contracts for the production of socially valuable transport services. Using choice-based conjoint analysis
to analyse customer preferences we estimate the passengers’ evaluation of different service features and
calculate a robust specification of a service quality index from the customers’ point of view. A case study
demonstrates the procedure to follow for measuring service quality in local public transport differentiated
by geographical service segments.
Type: Article
URI: http://hdl.handle.net/10077/5952
ISSN: 1825-3997
Appears in Collections:European Transport / Trasporti Europei (2007) 36/XII

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