The aim of this work is to analyze the different perceptions among groups of users regarding transit service quality. We propose a methodology based on a classification and regression tree (CART) approach, allowing the characteristics that most influence overall service quality to be identified. The methodology is applied by using data regarding rail service in northern Italy, particularly suburban lines connecting different towns of the hinterland of the city of Milan. Passengers expressed their opinions about service characteristics such as safety, cleanliness, comfort, information, and personnel. We found that perceptions about service quality are differentiated among the various groups of users.
Heterogeneity in Perceptions of Service Quality among Groups of Railway Passengers
International Journal of Sustainable Transportation ; 9 , 8 ; 612-626
17.11.2015
15 pages
Aufsatz (Zeitschrift)
Elektronische Ressource
Englisch
Heterogeneity in Perceptions of Service Quality among Groups of Railway Passengers
Online Contents | 2015
|British Library Online Contents | 1999
|Online Contents | 1999
|Ride quality and thermal comfort for railway passengers
British Library Conference Proceedings | 1993
|SAGE Publications | 1999
|