MEASURING THE QUALITY OF FREIGHT SERVICE: ANALYSIS OF SHIPPER RECORDING PRACTICES WITH EMPHASIS ON RAILWAY USERS

The purpose of the study was to determine the extent to which quality of freight service is measured and recorded by transportation buyers. To be specific, a mail questionnaire was sent to a sample of traffic managers to assess their recording behavior with respect to 22 quality-of-service attributes. Overall, the results indicate that although service measurement generally does take place, it tends to be accomplished on an informal basis rather than through formally recorded reports. Likewise the results indicate that recording practices do differ somewhat, depending on the degree of rail use by the shipper. Some managerial implications of these results for both buyers (i.e., shippers or users) and sellers (i.e., carriers) of freight service are presented.

• Record URL:
  • http://onlinepubs.trb.org/Onlinepubs/trr/1983/917/917-004.pdf
• Record URL:
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• Supplemental Notes:
  • Publication of this paper sponsored by Committee on Railroad Operations Management. Distribution, posting, or copying of this PDF is strictly prohibited without written permission of the Transportation Research Board of the National Academy of Sciences. Unless otherwise indicated, all materials in this PDF are copyrighted by the National Academy of Sciences. Copyright © National Academy of Sciences. All rights reserved
• Authors:
  • Chow, Garland
  • Poist, Richard F
• Publication Date: 1983

Media Info

• Media Type: Print
• Features: References; Tables;
• Pagination: pp 21-25
• Monograph Title: Rail freight
• Serial:
  • Transportation Research Record
  • Issue Number: 917
  • Publisher: Transportation Research Board
  • ISSN: 0361-1981

Subject/Index Terms

• TRT Terms: Carriers; Freight trains; Quality of service; Railroad transportation; Recording; Traffic managers
• Uncontrolled Terms: Shippers
• Subject Areas: Freight Transportation; Highways; Planning and Forecasting; Railroads;

Filing Info

• Accession Number: 00381862
• Record Type: Publication
• ISBN: 0309035600
• Files: TRIS, TRB
• Created Date: Apr 30 1984 12:00AM