Service Quality Attributes Affecting Customer Satisfaction for Bus Transit

@article{Eboli2007ServiceQA,
  title={Service Quality Attributes Affecting Customer Satisfaction for Bus Transit},
  author={Laura Eboli and Gabriella Mazzulla},
  journal={The Journal of Public Transportation},
  year={2007},
  volume={10},
  pages={2}
}
This paper proposes a tool for measuring customer satisfaction in public transit. Specifically, a structural equation model is formulated to explore the impact of the relationship between global customer satisfaction and service quality attributes. The public transit service analyzed is the bus service habitually used by University of Calabria students to reach the campus from urban area of Cosenza (southern Italy). To calibrate the model, data collected in a survey addressed to a sample of… Expand

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