Fonseca, FilipaBrito, CarlosPinto, Sofia2010-11-302010-11-302009QUIS 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.110-117http://hdl.handle.net/10400.14/3716This 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.engconference object