Comparative Analysis of the Basic Features of the Expected and Perceived Quality of Mass Passenger Public Transport Service in Belgrade

Abstract

Abstract. Recently, negative trends towards the environment where the system of Mass Passenger Public Transport (MPPT) operates continue to grow. Mobility and citizens' standard of living are constantly increasing. A signifi cant increase in using private cars (level of motorization) along with all negative consequences faced under such circumstances as an increase in traffi c volume, congestions, a decrease in travelling speed, a higher number of traffi c accidents, greater negative infl uence on the environment etc. can be noticed. Th e city of Belgrade has recognized the signifi cance of continuous research and has monitored the quality of Mass Passenger Public Transport service as well as changes that are taking place in order to infl uence some specifi c parts of transport and traffi c policy in the city. Th is paper contains the benchmarking of results obtained in research and a trend towards changes in the expected and perceived quality of service (QoS) Keywords: mass passenger public transport, benchmarking, expected quality of service, perceived quality of service, quality indicators.

A Comparison of Alternative Ordered Response Models for Analysing User Satisfaction with Transport Services in Turkey

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