This article develops a stated preference model of service quality choice that provides the set of indicators required to represent a user based measure of service quality. The service quality index (SQI) provides an operationally appealing measure of service effectiveness to assist regulators in administering and monitoring a performance assessment regime and operators in improving customer service. SQI has been readily accepted by many bus operators in New South Wales, Australia as the preferred way of establishing and monitoring the effectiveness of service levels, in contrast to traditional stand-alone satisfaction scores based on independent assessment of each attribute in isolation from the entire service package that passengers actually experience.

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  • Corporate Authors:

    University of South Florida, Tampa

    Center for Urban Transportation Research, 4202 East Fowler Avenue
    Tampa, FL  United States  33620-5375
  • Authors:
    • Prioni, P
    • Hensher, D A
  • Publication Date: 2000


  • English

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  • Accession Number: 00797517
  • Record Type: Publication
  • Files: TRIS, ATRI
  • Created Date: Aug 23 2000 12:00AM