The Relationship Between Bus Contract Costs, User Perceived Service Quality and Performance Assessment

In contract tendering or negotiation there is a growing interest in identifying and integrating user perceptions of service quality into the determination of contract costs. This article develops a framework within which a cost-service quality relationship is quantified and then implemented to identify benchmark targets for cost efficiency improvements required to achieve a pre-defined service quality performance target. The authors use data from metropolitan and non-metropolitan bus operators in New South Wales to demonstrate the way the method can be used in contract negotiation and ex-post monitoring of performance leading up to contract renegotiation or tendering.

• Record URL:
  • https://doi.org/10.1080/15568318.2012.758454
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/15568318
• Supplemental Notes:
  • Abstract reprinted with permission from Taylor & Francis.
• Authors:
  • Hensher, David A
• Publication Date: 2014-1

Language

• English

Media Info

• Media Type: Digital/other
• Features: References;
• Pagination: pp 5-27
• Serial:
  • International Journal of Sustainable Transportation
  • Volume: 8
  • Issue Number: 1
  • Publisher: Taylor & Francis
  • ISSN: 1556-8318
  • EISSN: 1556-8334
  • Serial URL: http://www.tandfonline.com/loi/ujst20

Subject/Index Terms

• TRT Terms: Benchmarks; Bus lines; Contracting; Contracts; Perception; Performance measurement; Quality of service
• Geographic Terms: New South Wales
• Subject Areas: Administration and Management; Planning and Forecasting; Public Transportation; I10: Economics and Administration; I72: Traffic and Transport Planning;

Filing Info

• Accession Number: 01498671
• Record Type: Publication
• Files: TRIS
• Created Date: Nov 21 2013 9:06AM