Publication
The relationship between service quality and customer satisfaction in public transport services
| dc.contributor.author | Fonseca, Filipa | |
| dc.contributor.author | Brito, Carlos | |
| dc.contributor.author | Pinto, Sofia | |
| dc.date.accessioned | 2010-11-30T19:08:29Z | |
| dc.date.available | 2010-11-30T19:08:29Z | |
| dc.date.issued | 2009 | |
| dc.description.abstract | This paper reports on a study that 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 was developed which aimed at explaining this relationship and guide the empirical study. This was based on an exploratory case study of a metro company in Europe. | por |
| dc.identifier.citation | QUIS 11 - Services Conference, Wolfsburg, Germany, June 11-14, 2009. In Stauss, B., Brown, S. W., Edvardsson, B. & Johnston, R. (eds): Proceedings of the QUIS 11 - Services Conference. ISBN 978-3-00-027342-1. p.110-117 | por |
| dc.identifier.uri | http://hdl.handle.net/10400.14/3716 | |
| dc.language.iso | eng | por |
| dc.peerreviewed | yes | por |
| dc.title | The relationship between service quality and customer satisfaction in public transport services | por |
| dc.type | conference object | |
| dspace.entity.type | Publication | |
| rcaap.rights | openAccess | por |
| rcaap.type | conferenceObject | por |
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