Enhancing service quality in public transport systems
Autor(a) principal: | |
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Data de Publicação: | 2006 |
Outros Autores: | |
Tipo de documento: | Livro |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://hdl.handle.net/10216/67455 |
Resumo: | Public transport systems face the challenge of attracting users to fight the lost in market share, mostly due to the increasing use of private cars. Therefore, the concepts of 'quality' and 'customer' must change and the focus must be on meeting peoples needs. At the same time, transport systems should be flexible enough to respond to changes in peoples requirements and needs. Thus, the aim for public transport must be enhancing quality of the service. This requires a clear understanding of travel behaviour and consumer needs and expectations. Accordingly, there is an increasing awareness of the importance of including service quality indicators and quality specifications in contracts between operators and public transport authorities. The development of quality measures in the designing of contracts for public transport raises important aspects that must be considered. This paper examines issues concerning the definition of service quality measures for public transport. This will give a better understanding of pertinent questions and of improvement strategies open to public transport management. Next, it outlines some critical aspects that must be considered when including such measures in contracts between operators and public transport authorities. |
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Enhancing service quality in public transport systemsEconomia e gestãoEconomics and BusinessPublic transport systems face the challenge of attracting users to fight the lost in market share, mostly due to the increasing use of private cars. Therefore, the concepts of 'quality' and 'customer' must change and the focus must be on meeting peoples needs. At the same time, transport systems should be flexible enough to respond to changes in peoples requirements and needs. Thus, the aim for public transport must be enhancing quality of the service. This requires a clear understanding of travel behaviour and consumer needs and expectations. Accordingly, there is an increasing awareness of the importance of including service quality indicators and quality specifications in contracts between operators and public transport authorities. The development of quality measures in the designing of contracts for public transport raises important aspects that must be considered. This paper examines issues concerning the definition of service quality measures for public transport. This will give a better understanding of pertinent questions and of improvement strategies open to public transport management. Next, it outlines some critical aspects that must be considered when including such measures in contracts between operators and public transport authorities.20062006-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/bookapplication/pdfhttps://hdl.handle.net/10216/67455eng10.2495/UT060811G. BeirãoJ. Sarsfield Cabralinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-29T13:10:57Zoai:repositorio-aberto.up.pt:10216/67455Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T23:35:16.019921Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Enhancing service quality in public transport systems |
title |
Enhancing service quality in public transport systems |
spellingShingle |
Enhancing service quality in public transport systems G. Beirão Economia e gestão Economics and Business |
title_short |
Enhancing service quality in public transport systems |
title_full |
Enhancing service quality in public transport systems |
title_fullStr |
Enhancing service quality in public transport systems |
title_full_unstemmed |
Enhancing service quality in public transport systems |
title_sort |
Enhancing service quality in public transport systems |
author |
G. Beirão |
author_facet |
G. Beirão J. Sarsfield Cabral |
author_role |
author |
author2 |
J. Sarsfield Cabral |
author2_role |
author |
dc.contributor.author.fl_str_mv |
G. Beirão J. Sarsfield Cabral |
dc.subject.por.fl_str_mv |
Economia e gestão Economics and Business |
topic |
Economia e gestão Economics and Business |
description |
Public transport systems face the challenge of attracting users to fight the lost in market share, mostly due to the increasing use of private cars. Therefore, the concepts of 'quality' and 'customer' must change and the focus must be on meeting peoples needs. At the same time, transport systems should be flexible enough to respond to changes in peoples requirements and needs. Thus, the aim for public transport must be enhancing quality of the service. This requires a clear understanding of travel behaviour and consumer needs and expectations. Accordingly, there is an increasing awareness of the importance of including service quality indicators and quality specifications in contracts between operators and public transport authorities. The development of quality measures in the designing of contracts for public transport raises important aspects that must be considered. This paper examines issues concerning the definition of service quality measures for public transport. This will give a better understanding of pertinent questions and of improvement strategies open to public transport management. Next, it outlines some critical aspects that must be considered when including such measures in contracts between operators and public transport authorities. |
publishDate |
2006 |
dc.date.none.fl_str_mv |
2006 2006-01-01T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/book |
format |
book |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://hdl.handle.net/10216/67455 |
url |
https://hdl.handle.net/10216/67455 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
10.2495/UT060811 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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