Transit service quality can be measured by using passengers' perceptions about the services, through the well-known Customer Satisfaction Surveys. Defining and measuring transit service quality is still quite complex because service quality depends on several different aspects characterizing the service. The aim of this work is to verify the suitability of a particular and not common kind of survey performed for assessing the service quality levels of the metro system of Madrid (Spain), and characterized by the subdivision of a list of service attributes among sub-samples of users, in order to save time and fatigue in compiling the questionnaire. For achieving our objective, we calibrated Ordered Probit models from which we obtained the coefficients associated to each service attribute representing the importance of each aspect on the overall satisfaction; then, we made some comparisons among the models that were useful to establish the suitability of the survey.

Capturing the differences in perceiving service quality of metro passengers of Madrid

Eboli L.;Forciniti C.
;
Mazzulla G.
2020

Abstract

Transit service quality can be measured by using passengers' perceptions about the services, through the well-known Customer Satisfaction Surveys. Defining and measuring transit service quality is still quite complex because service quality depends on several different aspects characterizing the service. The aim of this work is to verify the suitability of a particular and not common kind of survey performed for assessing the service quality levels of the metro system of Madrid (Spain), and characterized by the subdivision of a list of service attributes among sub-samples of users, in order to save time and fatigue in compiling the questionnaire. For achieving our objective, we calibrated Ordered Probit models from which we obtained the coefficients associated to each service attribute representing the importance of each aspect on the overall satisfaction; then, we made some comparisons among the models that were useful to establish the suitability of the survey.
Customer satisfaction survey (CSS)
Madrid metro system
Ordered regression model
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/20.500.11770/309898
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