ECMT Round Tables Marketing and Service Quality in Public Transport Report of the Ninety-Second Round Table on Transport Economics Held in Paris on 5-6 December 1991 PDF Download
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Author: Luigi Dell ́Olio Publisher: Elsevier ISBN: 0081022794 Category : Transportation Languages : en Pages : 244
Book Description
Public Transportation Quality of Service: Factors, Models, and Applications is the first book to help researchers better understand the contributing factors that can improve public transportation perception among users. The book compiles in one place metrics currently dispersed in journal articles, government publications and book chapters. It critically analyzes currently available modeling methodologies such as the Ordered Logit/Probit model and Models of Structural Equations, highlighting their advantages and disadvantages. The book addresses models of desired quality, including the views of users and non-users, discussing the gap between desired and perceived quality. The book also examines data mining approaches such as decision trees and neural networks, showing how to involve the public in the decision-making process to create policies that encourage public transport demand. Measuring passenger's views on public transportation is of critical concern to promote wider transit use in cities around the world. - Includes insights from both theoretical and practical points of view for both researchers and practitioners - Features case studies in each chapter that apply models discussed - Helps readers develop and design their own studies for measuring quality of service - Shows how to include perceived quality in contracts - Provides access to the survey formulas and data to better enable implementation of models
Author: Peter White Publisher: Taylor & Francis ISBN: 0415257719 Category : Transportation Languages : en Pages : 232
Book Description
Peter White reviews current practices in urban, rural and long-distance travel by road, rail and air. The review covers the legal and organisational structure in Britain but is also applicable to many other countries.
Author: Valarie A. Zeithaml Publisher: Simon and Schuster ISBN: 1439137471 Category : Business & Economics Languages : en Pages : 185
Book Description
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Author: Morpace International Publisher: Transportation Research Board ISBN: 9780309063234 Category : Business & Economics Languages : en Pages : 222
Book Description
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: Peter R. White Publisher: Taylor & Francis ISBN: 1317383184 Category : Transportation Languages : en Pages : 278
Book Description
Public Transport provides an accessible introductory text to the field of public transport systems, covering bus, coach, rail, metro, domestic air and taxi modes. The market structure is set out, together with data collection methods. The technology of bus and rail systems is introduced with particular reference to peak capacity and energy consumption. An analysis of cost structures and costing methods leads into a review of pricing concepts and their application. In addition to issues related to urban systems, specific chapters cover rural public transport and the long-distance sector. A concluding chapter examines long-run policy issues, such as likely population changes and scope for substitution of travel. The primary context taken is that of the British Isles, drawing extensively on data such as the National Travel Survey in England. However, the principles and findings are also broadly applicable to countries of similar per capita income and population density. This sixth edition introduces a new chapter on data collection and survey methods for public transport systems in addition to a general update of the text to reflect the latest statistical evidence, research findings and policy changes. Public Transport is an essential textbook for both students in transport and those in related fields. This is an invaluable resource for transport planners in local authorities and consultancies.
Author: John Preston Publisher: Routledge ISBN: 1351734407 Category : Science Languages : en Pages : 246
Book Description
This title was first published in 2000. With an emphasis on land-based passenger transport - particularly rail and road - this collection assesses the implications for regulation and competition of integrated transport policies. Contributions to the volume trace the evolution of transport policy, focus on the pricing of infrastructure, examine the effectiveness of competition and the adequacy of the regulatory framework in the United Kingdom.
Author: Graham Currie Publisher: Edward Elgar Publishing ISBN: 1788978668 Category : Business & Economics Languages : en Pages : 496
Book Description
Providing a comprehensive overview and analysis of the latest research in the growing field of public transport studies, this Handbook looks at the impact of urbanisation and the growth of mega-cities on public transport. Chapters examine the significant challenges facing the field that require new and original solutions, including congestion and environmental relief, and the social equity objectives that justify public transport in cities.
Author: European Conference of Ministers of Transport
Author: European Conference of Ministers of Transport
Author: Luigi Dell ́Olio
Author: Peter White
Author: Valarie A. Zeithaml
Author: Theodore Levitt
Author: Morpace International
Author: 
Author: Peter R. White
Author: John Preston
Author: Graham Currie