Service quality in public transportation services aligning the operations perspective with customer expectations

Fonseca, Filipa; Pinto, Sofia; Brito, Carlos

http://hdl.handle.net/10400.14/3933

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Authors

Fonseca, Filipa

Pinto, Sofia

Brito, Carlos

Abstract(s)

The main objective of this paper is to explore the alignment between the operations perspective of service quality and the customer expectations. In order to analyse this alignment, the concept and operational dimensions of service quality are revised, as well as the concept of customer expectations. A model is presented, with the purpose of exploring the mentioned relationship and to guide the empirical study. A metro company in Europe was the core of this exploratory case study.

Keywords

Service Quality Public Service

URI

http://hdl.handle.net/10400.14/3933

Citation

FONSECA, Filipa (et al.) - Service quality in public transportation services aligning the operations perspective with customer expectations. In 17th International EurOMA Conference, Porto, 6-9 Junho, 2010 - Proceedings of the 17th International EurOMA Conference. 7p.