A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view

In this paper a methodology for measuring transit service quality is proposed. The methodology is basedon the use of both passenger perceptions and transit agency performance measures involving the mainaspects characterizing a transit service. The combination of these two types of service qualitymeasurement fulfils the need to provide a reliable as possible measurement tool of the transitperformance. Considering passenger perceptions is fundamental because the customer’s point of view isvery relevant for evaluating the performance of a transit service. At the same time, the use of a moreobjective measurement provided by the transit agency can be a useful solution for obtaining a morecomprehensive service quality measurement. The proposed procedure is applied to a real case study ofa suburban bus line; a series of subjective and objective indicators are calculated on the basis of users’perception about the service and measurements provided by the transit agency.