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首页> 外文期刊>Transport policy >The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners' needs
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The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners' needs

机译：服务质量属性在公共交通中的重要性：缩小科学研究与从业人员需求之间的差距

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摘要

Customer Satisfaction Surveys (CSS) have become an important tool for public transport planners, as improvements in the perceived quality of certain service attributes can lead to greater use of public transport and lower traffic pollution. The literature shows that the importance of quality attributes has until now been estimated indirectly, as they are derived from the Customer Satisfaction Index using various different and complex techniques. Little work has been dedicated to its direct estimation (stated importance) by designing ad-hoc surveys, an approach that represents a considerable reduction in the length of the questionnaire.
机译：顾客满意度调查（CSS）已成为公共交通规划者的重要工具，因为某些服务属性的感知质量的提高可以导致公共交通的更多使用和更低的交通污染。文献表明，到目前为止，质量属性的重要性已被间接估算，因为它们是使用各种不同且复杂的技术从客户满意度指数中得出的。通过设计临时调查，很少有工作致力于其直接估计（已陈述的重要性），这种方法可以显着减少问卷的长度。

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