A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view

In this paper a methodology for measuring transit service quality is proposed. The methodology is based on the use of both passenger perceptions and transit agency performance measures involving the main aspects characterizing a transit service. The combination of these two types of service quality measurement fulfils the need to provide a reliable as possible measurement tool of the transit performance. Considering passenger perceptions is fundamental because the customer's point of view is very relevant for evaluating the performance of a transit service. At the same time, the use of a more objective measurement provided by the transit agency can be a useful solution for obtaining a more comprehensive service quality measurement. The proposed procedure is applied to a real case study of a suburban bus line; a series of subjective and objective indicators are calculated on the basis of users’ perception about the service and measurements provided by the transit agency.

Research Highlights
► The aim of this research is to propose an indicator for measuring service quality. The indicator is based on user perceptions and transit agency performance measures. The combination of the two measures provides a tool to evaluate transit performance.
► Adopting subjective indicators allows considering the customer requirements. Considering objective measures is helpful in a way to meet not habitual users' needs.