Purpose – This paper aims to provide a tool for measuring air passenger satisfaction and for identifying the critical service aspects available in the terminal in order to offer services characterised by a high level of quality. Design/methodology/approach – Statistical analysis of...

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...

This paper describes a Stated Preferences experiment to simulate travellers’ preferences among different bus services, and between car and bus travel, by taking account of service quality factors. The experiment was designed on the basis of previous studies conducted by the authors on the same...

<title>Abstract</title> In this paper, a methodology for capturing the transit passenger’s point of view by using both rating and choice options is proposed. For this purpose, some discrete choice logit models are introduced; the models allow the probability of choice of some alternative transit services to be...

<title>A<sc>bstract</sc> </title> This paper develops a Stated Preference (SP) experiment that provides a way to measure service quality in public transport. The paper introduces an empirical procedure for optimising the SP experiment. This procedure permits the identification of the choice alternatives defining the...

This paper proposes a methodology for evaluating the quality of service perceived by users of a bus transit service. A Structural Equation Model (SEM) approach is used to reveal the unobserved latent aspects describing the service and the relationships between these aspects with the Overall...

In this paper we investigate differences in bus passengers' perceptions about transit service quality through the calibration of different discrete choice logit models (multinomial, mixed and latent class models) in which users' heterogeneity is introduced. The application of these different...

In this paper the importance of service quality attributes for public transport is established 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....

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...