Performance indicators for an objective measure of public transport service quality

By Laura Eboli, Gabriella Mazzulla. 2012

191 citations recorded by the source corpus.

The measurement of transit performance represents a very useful tool for ensuring continuous increase of the quality of the delivered transit services, and for allocating resources among competing transit agencies. Transit service quality can be evaluated by subjective measures based on passengers’ perceptions, and objective measures represented by disaggregate performance measures expressed as numerical values, which must be compared with fixed standards or past performances. The proposed research work deals with service quality evaluation based on objective measures; specifically, an extensive overview and an interpretative review of the objective indicators until investigated by researchers are proposed. The final aim of the work is to give a review as comprehensive as possible of the objective indicators, and to provide some suggestions for the selection of the most appropriate indicators for evaluating a transit service aspect.

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Citations in the corpus

Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches (2015, methodology): “In some cases, they are asked to rate each attribute in terms of both perceptions and expectations (e.g., Lin, Lee, and Jen 2008; Sultan and Simpson 2000); or to rate global service, in terms of both perceptions and expectations (Eboli and Mazzulla 2012b).”
Modelling user perception of bus transit quality considering user and service heterogeneity (2014, background): “Factorial analysis and more complex structures allow the numerical treatment of data by estimating latent variables (Eboli and Mazzulla 2007, 2012b).”