Contributions of the driving personnel to the service quality in local public transport - Development and application of a measurement tool

Abstract

In this article the relevance of service qualities of local public transports discussed, especially with regard to increasing competition in market. Special attention is given to the driving personnel's contributions to service quality which till now have been neglected. We introduce a measurement tool with which the driving personnel's contributions to service quality can be obtained. The results of N = 854 (questioned) customers are presented. Confirmatory factor analyses of the customers' ratings yield three factors determining the perception of service quality. The quality indicators underlying our measurement tool can be scaled for different segments according to the Bradley-Terry-Luce Model. The measurement tool thus allows to determine exactly the impact of quality criteria on perceived service qualities and thus developing interventions for quality management.