Measuring the quality of service for passengers on the hellenic railways

Nathanail, Eftihia

doi:10.1016/j.tra.2007.06.006

Cited by 158 publications

(123 citation statements)

References 2 publications

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“…In the final conclusion and analysis of this study, the overall result shows that service quality attributes influences overall customer satisfaction in using public transportation system (PTS) (Nathanail, 2008). According to Anderson et al (2013), high quality public bus transport not only keeps customer to continue using public bus transport to fulfill their travel demand, but also attracts potential customer.…”

Section: Resultsmentioning

confidence: 70%

Critical assessment of Public Transportation System (PTS) and its implication on environmental economics through service delivery

Amesho

Edoun

2016

Environmental Economics

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The ever-increasing traffic congestion echelons and the subsequent undesirable air quality in several metropolitan areas have raised the need for a successful public transportation system to ease the dependence on the private automobiles. Also the environmental economics is becoming more and more appealing taking into consideration different activities that have economic impact. One of such activities is public transportation. In the current scenario of globalization, public transportation services and systems need to perform introspective contemplation towards the quality of services offered (Michel, 2011). The research adopted a quantitative method of inquiry, therefore, a Survey Research Strategy was considered in order to provide a quantitative or numeric description of trends, attitudes, or opinions of a population by studying a sample of that population. It includes cross-sectional and longitudinal studies using questionnaires or structured interviews for data collection, with the intent of generalizing from a sample to a population (Babbie, 2010). In this context, this research study anticipated to critically evaluate the customers’ perception of the public transportation system and its impacts on service delivery: a case study of Busan Metropolitan City, Korea Republic. This paper is divided into five major sections. Keywords: environmental economics, public transportation system, customer perceptions, managerial perspective, customers. JEL Classification: Q50,Q56, R11, P43

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Section: Resultsmentioning

confidence: 70%

Critical assessment of Public Transportation System (PTS) and its implication on environmental economics through service delivery

Amesho

Edoun

2016

Environmental Economics

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“…Awasthi et al (2011) integrated SERVQUAL and TOPSIS to evaluate the SQ of Montreal metro services. Nathanail (2008) evaluated the performance of Hellenic Railways based on 22 factors group into six major factors-itinerary accuracy, system safety, cleanliness, passenger comfort, servicing, and passenger information. The author concluded that the RT systems that paid attention to itinerary accuracy and system safety would perform best.…”

Section: Related Literaturementioning

confidence: 99%

Identifying Key Factors of Rail Transit Service Quality: An Empirical Analysis for Istanbul

Isikli¹,

Aydın²,

Çelik³

et al. 2017

JPT

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“…Measuring the quality of service for passengers on the hellenic railways Itinerary accuracy, system safety, cleanness, passenger comfort , servicing, passenger information [10] H. J. Lee, et al…”

Section: Researchersmentioning

confidence: 99%

Customer Satisfaction Analysis for Urban Railway Service Quality by IPA Analysis

Kim¹

2015

Journal of the Korean society for railway

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The purpose of this study is to prioritize the importance of urban railway service quality through statistical analysis. This was done to maximize customer satisfaction by providing customers of urban railway services (including LRT), operated by the local government, with a better customized service quality. It was hoped that this project would boost the need for public transportation by increasing customer satisfaction, which would eventually lead to more profitable revenue. The results of validity certification of expectations and perceptions before and after the use of government funded urban railway and private sector invested urban railways show that there are gaps for 18 items for the government funded urban rail projects (p<.01), while there is no significant difference for 2 items between expectation and perception (p>.05); private sector invested urban railway projects show differences for all 20 items (p<.001). Therefore, IPA analysis is conducted to improve the service quality; this should lead to a remedy that focuses on service quality. The findings of this study will contribute to providing management strategies for boosting customer satisfaction and creating revenue through customized service quality in the urban railway operating industry (including LRT), which is currently suffering from chronic deficits.

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Measuring the quality of service for passengers on the hellenic railways

Cited by 158 publications

References 2 publications

Critical assessment of Public Transportation System (PTS) and its implication on environmental economics through service delivery

Critical assessment of Public Transportation System (PTS) and its implication on environmental economics through service delivery

Identifying Key Factors of Rail Transit Service Quality: An Empirical Analysis for Istanbul

Customer Satisfaction Analysis for Urban Railway Service Quality by IPA Analysis

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