A service quality experimental measure for public transport

Abstract

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