A Stated Preference experiment for measuring service quality in public transport

被引：171

作者：

Eboli, Laura ^{[1
]}

Mazzulla, Gabriella ^{[1
]}

机构：

[1] Univ Calabria, Dept Land Use Planning, I-87036 Arcavacata Di Rende, CS, Italy

来源：

TRANSPORTATION PLANNING AND TECHNOLOGY | 2008年 / 31卷 / 05期

关键词：

service quality; public transport; stated preference; experiment; simulation;

D O I：

10.1080/03081060802364471

中图分类号：

U [交通运输];

学科分类号：

08 ; 0823 ;

摘要：

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.

引用

页码：509 / 523

页数：15