Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.14/5309
Título: Service quality and customer satisfaction in public transports
Autor: Fonseca, Filipa
Pinto, Sofia
Brito, Carlos
Palavras-chave: Service quality
Satisfaction
DissatisfactioN
Public transport
Data: 2010
Editora: Center for Quality Univeristy of Kragujevac, Serbia ; Center for Quality - University of Podgorica Montenegro
Citação: FONSECA, Filipa ; PINTO, Sofia ; BRITO, Carlos - Service quality and customer satisfaction in public transports. International Journal for Quality research. ISSN 1800 - 6450. Vol. 4, n.º 2 (2010) p. 125-130
Resumo: The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis is developed aiming at explaining this relationship and guiding the empirical study. This is based on an exploratory case study of a metro company in Europe. The results of the study put in evidence two key findings. The first is related to the level of service quality in its main dimensions. We conclude that reliability, security, speed, comfort and punctuality are quality dimensions of greater importance for the public transport services. Secondly, the study explores satisfaction and their determinants. Despite literature stipulates the existence of a distinction between the constructs of quality and satisfaction, this study found that the transport company, non-customers and customers clearly do not make such a distinction.
Peer review: yes
URI: http://hdl.handle.net/10400.14/5309
Versão do Editor: http://www.cqm.rs/ijqr/042.php
Aparece nas colecções:FEG - Artigos em revistas internacionais com Arbitragem / Papers in international journals with Peer-review

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