Data Mining Practical Machine Learning Tools and Techniques

Highway Capacity Manual改訂の動向--テイラ-教授の講演より

Quality attributes of public transport that attract car users : A research review

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

Perceived service quality in bus transit service: A structural equation approach

This paper proposes a tool for measuring customer satisfaction in public transit. Specifically, a structural equation model is formulated to explore the impact of the relationship between global customer satisfaction and service quality attributes. The public transit service analyzed is the bus service habitually used by University of Calabria students to reach the campus from urban area of Cosenza (southern Italy). To calibrate the model, data collected in a survey addressed to a sample of students was used. The proposed model can be useful both to transport agencies and planners to analyze the correlation between service quality attributes and identify the more convenient attributes for improving the supplied service.

https://www.nctr.usf.edu/wp-content/uploads/2010/03/JPT-10-3-Eboli.pdf

Service Quality Attributes Affecting Customer Satisfaction for Bus Transit

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 experiment by simulating the choices of a user sample. By using the data collected from an experimental survey, a Multinomial Logit model was calibrated. This model is a way of identifying the importance of service quality attributes on global customer satisfaction and calculating a Service Quality Index, which provides an operationally appealing measure of current or potential service effectiveness.

https://www.tandfonline.com/doi/pdf/10.1080/03081060802364471

A Stated Preference Experiment for Measuring Service Quality in Public Transport

This article describes a new customer satisfaction index that can be used to evaluate transit service quality. The index, named Heterogeneous Customer Satisfaction Index (HCSI), is inspired by the traditional Customer Satisfaction Index, but incorporates the heterogeneity among the user judgments about the different service aspects. The newer index includes features that can monitor service quality, identify causes of customer satisfaction or dissatisfaction, and capture ideas for improving service quality. The authors present a case study of the HCSI applied to a suburban bus service offering connections between an urban area and several small villages north and south of Cosenza, Italy. In this case study, the highest contributions to overall satisfaction were ease of purchasing the ticket, security against crimes occurring on the bus, reliability of the schedule, and appearance of the bus agency personnel. The authors conclude that the HCSI shows some advantages compared to the others adopted for measuring service quality, because it can be more easily applied by the transit operators.

/pdf/a-new-customer-satisfaction-index-for-evaluating-transit-4g8b3rwuu0.pdf

Laura Eboli

Papers

Service Quality Attributes Affecting Customer Satisfaction for Bus Transit

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

Perceived service quality in bus transit service: A structural equation approach

A Stated Preference Experiment for Measuring Service Quality in Public Transport

A New Customer Satisfaction Index for Evaluating Transit Service Quality