MEASURING and Valuing Convenience and Service Quality PDF Download

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Languages : en
Pages : 0

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Author:
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Category :
Languages : en
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Book Description
Origin-destination demand, trip patterns, pricing and transport networks alone cannot explain passenger demand for public transport modes. Other factors of convenience and service quality play a key role in influencing demand and mode choice but they are often more complex and harder to define, measure and value. This paper argues that the good measurement of public transport convenience and service quality is a pre-requisite to its valuation and ensuring more optimal policy and management actions to minimise passengers' generalised time. The paper focusses necessarily on the urban public transport operator and its measurement of service quality. We review the practical experience gained from over 20 years of international benchmarking with more than 50 metro, bus and suburban rail operators in large cities around the world. Specifically, we review the current standards and practices from the urban railway industry in measuring service quality and provide examples of how such performance in metro operations varies globally. It is demonstrated that current practice in many cities remains too operationally based, despite there being an opportunity for much more customer focused measures of service quality using the greatly increased data availability from new technologies. The experience of the UK railway industry in valuing convenience and service quality is discussed. Here, a common framework for demand forecasting has been developed combining service quality and convenience measures with other service attributes to effectively measure the "attractiveness" of the service to customers. The paper concludes by considering the implications and opportunities for public transport operators, authorities and regulators worldwide in better measuring, valuing and managing public transport convenience in order to better meet mobility needs.

Author: International Transport Forum
Publisher: OECD Publishing
ISBN: 928210768X
Category :
Languages : en
Pages : 183

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This report focuses on convenience in public transport and its importance to the user experience. It reviews operational definitions of convenience, evidence for the willingness of users to pay for convenience and the use of indicators to assess and improve the convenience of public transport.

Author: Oecd
Publisher: Org. for Economic Cooperation & Development
ISBN: 9789282107676
Category : Business & Economics
Languages : en
Pages : 179

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The experience of transport systems users, in terms of comfort, reliability, safety and above all convenience, is critical in determining demand for transport services, at least when there is a choice of alternative ways to travel. Convenience is one of the strongest attractions of the private car for passenger transport. For users of public transport, convenience is also clearly important but not always clearly defined and not often measured in designing transport systems or monitoring their operating performance. In many situations, an increase in public transport convenience reduces the unit costs of travel (euros/dollars per hour or cents per minute) and so provides benefits equivalent to an increase in travel speed. This report focuses on convenience and its importance to the user experience. It reviews operational definitions of convenience, evidence for the willingness of users to pay for convenience and the use of indicators to assess and improve the convenience of public transport, with a view to making it more effective and more competitive.

Author: Faizan Ali
Publisher: LAP Lambert Academic Publishing
ISBN: 9783845476452
Category :
Languages : en
Pages : 80

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Service quality is a critical component of customer perceptions about the service. Customers perceive services in terms of its quality and how satisfied they are overall with their experiences. In retail in particular, margins are tightly squeezed and therefore customer service quality may be the key indicator of added value. RSQS is the model specifically designed to measure the service quality of Retail Stores. Using dimensions i.e., physical looks, convenience, reliability, personal interaction, problem solving and general policy, this model is used to measure service quality at SportsDirect in Wrexham. The primary or principal data collected in this study has been from two branches of SportsDirect in Wrexham. These have been collected from 300 customers using convenience sampling. From the gap score analysis carried out, it was found that, the overall service quality is low as perceived by customers in SportsDirect stores and hence no customer satisfaction is observed. Also consumers receive less than expected experience from the SportsDirect stores.

Author: Morpace International
Publisher: Transportation Research Board
ISBN: 9780309063234
Category : Business & Economics
Languages : en
Pages : 222

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This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.

Author: Panwar, Upendra Singh
Publisher: IGI Global
ISBN: 1522501444
Category : Business & Economics
Languages : en
Pages : 529

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Book Description
Economic growth is directly impacted by a multitude of different industries; in recent years, the service industry has emerged as a significant contributor to the global economy. As such, the effective management of this sector has become a widely studied topic. The Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector is an authoritative reference source for the latest research on emerging methods for innovative service design and delivery, examining how growing customer expectations and global competition has influenced this industry. Featuring quality factors, marketing tools, and the effects of consumer behavior, this publication is ideally suited for researchers, professionals, and academicians actively involved in the service industry.

Author: Michal Suchanek
Publisher: Springer Nature
ISBN: 3030500101
Category : Business & Economics
Languages : en
Pages : 268

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This proceedings present current trends in the transport growth. It presents transport solutions both at a micro-level, such as that of a single city or a single company, as well as at a macro-level of a whole transportation system. The transport decisions made by an individual in regards to the transport mode and route, add up to the structure and efficiency of the whole system. Transport systems cannot grow extensively anymore, due to lack of space or the amount of additional costs, so the authors presents new solutions, ones which are innovative and sustainable, while also increasing the efficiency of transport operations. These solutions are analyzed for performance at a scale of individual cities or companies, as well as whole transport systems. The researchers, who are often also practitioners in the field of transport, provide not only the theoretical background for the transport analysis but also empirical data and practical experience.

Author: Charles R. Hulten
Publisher: University of Chicago Press
ISBN: 0226360644
Category : Medical
Languages : en
Pages : 648

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Book Description
The productivity slowdown of the 1970s and 1980s and the resumption of productivity growth in the 1990s have provoked controversy among policymakers and researchers. Economists have been forced to reexamine fundamental questions of measurement technique. Some researchers argue that econometric approaches to productivity measurement usefully address shortcomings of the dominant index number techniques while others maintain that current productivity statistics underreport damage to the environment. In this book, the contributors propose innovative approaches to these issues. The result is a state-of-the-art exposition of contemporary productivity analysis. Charles R. Hulten is professor of economics at the University of Maryland. He has been a senior research associate at the Urban Institute and is chair of the Conference on Research in Income and Wealth of the National Bureau of Economic Research. Michael Harper is chief of the Division of Productivity Research at the Bureau of Labor Statistics. Edwin R. Dean, formerly associate commissioner for Productivity and Technology at the Bureau of Labor Statistics, is adjunct professor of economics at The George Washington University.

Author: Katelijn Quartier
Publisher: Emerald Group Publishing
ISBN: 1800715811
Category : Business & Economics
Languages : en
Pages : 176

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Book Description
The Value of Design in Retail and Branding creates a much-needed bridge between different disciplines involved in retail design, bringing together a range of research and insights for practice in these disciplines, improving the impact of design.