Measuring Perceived Service Quality in Highway Maintenance
The concept of involving the public in the development of transportation solutions was built into the Federal-Aid Highway Act of 1956, the legislation that authorized the construction of the Interstate Highway System. Better plans, transparent process, and public support are some of the benefits that road managers can obtain by educating and involving the general public. During the last two decades the volume of research performed related to the topic of customer-driven highway maintenance suggests an increasing level of interest in the field. Most research concentrates on gathering information from road users to assess the performance level of highways. However, public opinion can also be collected for measuring the quality of the service delivered by maintenance units. Assessing product and service delivery performance is important for determining the overall performance of highway maintenance programs. The present study examines the relationship between road users' overall perceptions of the quality of highway maintenance services and the variables that define the highway maintenance service quality domain. The results of the study indicate that two service dimensions, safety and reliability, explain about half of the variance in overall perceptions of highway maintenance service quality. The procedures developed for the study provide an initial step for further improvement of the highway maintenance perceived service quality measurement.
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Supplemental Notes:
- This paper was sponsored by TRB committee AHD10 Maintenance and Operations Management.
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Corporate Authors:
500 Fifth Street, NW
Washington, DC United States 20001 -
Authors:
- Burde, Adrian
- de la Garza, Jesus M
- Van Aken, Eileen M
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Conference:
- Transportation Research Board 92nd Annual Meeting
- Location: Washington DC, United States
- Date: 2013-1-13 to 2013-1-17
- Date: 2013
Language
- English
Media Info
- Media Type: Digital/other
- Features: Figures; References; Tables;
- Pagination: 13p
- Monograph Title: TRB 92nd Annual Meeting Compendium of Papers
Subject/Index Terms
- TRT Terms: Highway maintenance; Highway safety; Public opinion; Quality of service; Reliability
- Subject Areas: Highways; Maintenance and Preservation; I60: Maintenance;
Filing Info
- Accession Number: 01475171
- Record Type: Publication
- Report/Paper Numbers: 13-2576
- Files: TRIS, TRB, ATRI
- Created Date: Mar 14 2013 9:34AM