The Relationship Between Bus Contract Costs, User Perceived Service Quality and Performance Assessment

David A. Hensher

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The Relationship Between Bus Contract Costs, User Perceived Service Quality and Performance Assessment

机译：公交合同成本，用户感知服务质量与绩效评估之间的关系

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摘要

In contract tendering or negotiation there is a growing interest in identifying and integrating user perceptions of service quality into the determination of contract costs. This article develops a framework within which a cost-service quality relationship is quantified, and then implemented to identify benchmark targets for cost efficiency improvements required to achieve a pre-defined service quality performance target. We use data from metropolitan and non-metropolitan bus operators in New South Wales to demonstrate the way the method can be used in contract negotiation and ex-post monitoring of performance leading up to contract renegotiation or tendering.

机译：在合同招标或谈判中，人们越来越感兴趣的是将用户对服务质量的认识并将其整合到确定合同成本中。本文开发了一个框架，在该框架中可以量化成本-服务质量关系，然后实施该框架以识别实现预定的服务质量绩效目标所需的成本效率改进的基准目标。我们使用来自新南威尔士州大都市和非大都市公共汽车运营商的数据，来证明该方法可用于合同谈判和事后监控绩效，从而导致合同重新谈判或招标的方法。

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来源
《International journal of sustainable transportation》 |2014年第6期|5-27|共23页
作者
David A. Hensher;
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作者单位

Institute of Transport and Logistics Studies,The Business School, The University of Sydney, NSW 2006, Australia;

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原文格式 PDF
正文语种 eng
中图分类
关键词
benchmarking; bus contracts; competitive tendering; contract costs; contract negotiation; performance assessment; performance targets; service quality index;

机译：基准测试;巴士合约;竞争性招标;合同费用;合同谈判;绩效评估;绩效指标;服务质量指标;

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The Relationship Between Bus Contract Costs, User Perceived Service Quality and Performance Assessment

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