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20 July 2015 · Article

Customer service quality and benchmarking in public transport contracts

In this paper we present a way of doing this using a construct called a Customer Service Quality Index (CSQI), in which a stated preference survey together with actual experience in using public transport is used to obtain preference weights for each significant attribute defining service quality, and which is used then to establish a CSQI for each sampled user, and by aggregation, the performance on service quality of each operator. Such a measure should be considered by regulators when both assessing the merits of each operator's bid in order to avoid the real risk that cost efficiency dominates at the expense of gains in service performance and in ongoing monitoring of performance.


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