Enhancing Service Quality in Public Transport Systems

@article{Beiro2006EnhancingSQ,
  title={Enhancing Service Quality in Public Transport Systems},
  author={Gabriela Beir{\~a}o and J. S. Cabral},
  journal={WIT Transactions on the Built Environment},
  year={2006},
  volume={89},
  pages={837-845}
}
This paper describes how public transport systems face the challenge of attracting users in order to fight the loss in market share, mostly because of the increasing use of private cars. Therefore, the concepts of ‘quality’ and ‘customer’ must change and the focus must be on meeting people’s needs. At the same time, transport systems should be flexible enough to respond to changes in people’s requirements and needs. Thus, the aim for public transport must be enhancing quality of the service… Expand
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