Performance in urban public transport systems: a critical analysis of the Portuguese case

Cruz, Luís; Barata, Eduardo; Ferreira, João Pedro

doi:10.1108/17410401211263836

Cited by 11 publications

(8 citation statements)

References 36 publications

(42 reference statements)

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“…Edvardsson [53] stressed the need for customer orientation, but this does not mean that the provider must fulfill the customer's needs, because the expectation is something that relates to what the customer wants to be served by the provider in a sustainable manner [50]. The quality of public transport services in passenger transport can be defined as a set of intangible variables, which can be assessed by four different approaches [54,55]:…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…The operation economics -business point of view performed by the carrier responsible for operation[60].• The efficiency of usage of allocated resources by the responsible public authorities in charge of public transportation services -it is the point of view of the territorial administrative organs (municipalities, regions, Ministry of Transport) in the Czech Republic[55,61].…”

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confidence: 99%

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Service quality of the urban public transport companies and sustainable city logistics

et al. 2020

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AbstractThe issue of sustainable city logistics has steadily been developed over the last decades. Urban public transport companies can make a significant contribution to the concept of sustainable city logistics. The customers’ perception and satisfaction regarding urban public transport companies can be associated with the increased use of their services. The preference for urban public transport reduces the use of individual car transport, which is linked to the environmental pillar of sustainability. For the customers, the level of the provided service is very important. The article is focused on the evaluation of the outcomes from the primary research concerning the service quality performed by the urban public transport companies in the Hradec-Pardubice residential agglomeration. The goal lies in identifying gaps in service quality. The method used in this article is representative primary research. The primary research was carried out in the form of structured personal interviews with a representative sample of respondents. Selected statistical methods were used to evaluate the data. The results are discussed in the context of published research studies. Research in this article found that respondents are more satisfied with the quality of services performed by the urban public transport companies, but the perception of individual service quality factors varies from one user group to another. The research also confirms a different perceptions regarding customer care and comfort by different age groups of respondents. The article implies that public transport companies should pay attention to setting fare prices for different groups of passengers.

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Section: Theoretical Backgroundmentioning

confidence: 99%

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confidence: 99%

Service quality of the urban public transport companies and sustainable city logistics

et al. 2020

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“…Redman, Friman, Garling, and Hartig (2013) aimed to present a better understanding of public transport quality most likely to attract car users. Cruz, Barata, and Ferreira (2012) presented the characterisation of economic and financial outcomes for services provided by urban public road passenger transport companies in Portugal and discussed the potential contribution offered by the funding model implemented. Olsson, Friman, Pareigis, and Edvardsson (2012) presented the satisfaction with travel scale for measuring the service experience in public transport.…”

Section: Literature Reviewmentioning

confidence: 99%

A hybrid fuzzy methodology to evaluate customer satisfaction in a public transportation system for Istanbul

Bilişik

Erdoğan

Kaya

et al. 2013

Total Quality Management & Business Excellence

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Service quality (SERVQUAL) is one of the most important factors that increase the usage of public transportation. SERVQUAL improvements can solve many problems such as traffic congestion, air and noise pollution, and energy consumption in any public transportation system (PTS). In this paper, a hybrid fuzzy approach consisting of SERVQUAL, the Delphi method, fuzzy analytic hierarchy process (AHP) and fuzzy technique for order preference by similarity to ideal solution (TOPSIS) methodologies for the evaluation of SERVQUAL of PTS is presented. The SERVQUAL method is used for classifying the public transportation SERVQUAL evaluation criteria, the Delphi method is used to obtain the evaluations of experts, fuzzy AHP is used to determine the weights of the criteria and fuzzy TOPSIS is used to rank the alternatives. A new linguistic scale is taken into consideration while converting the linguistic evaluations of survey respondents to fuzzy numbers. The proposed approach is applied for the PTS in Istanbul, and the public transportation company that provides the highest customer satisfaction is determined. With this aim, four alternative companies named Istanbul Electric Tramway and Tunnel (IETT), Metrobus, Private Public Transportation Buses and Otobus Inc. are evaluated.

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“…Various studies have been carried out for evaluating performance in this area. For instance, Cruz et al (2012) evaluated the performance of urban transportation in Portugal. To evaluate the efficiency of 52 small and 43 big cities, Data Envelopment Analysis (DEA) was used.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Various studies have been carried out for evaluating performance in this area. For instance, Cruz et al (2012) This model represents a consumption process and was used to estimate the production efficiency, service effectiveness, and operational effectiveness of multimodal transit firms. To study the logistics strategy implemented in Guatemala and the United States, an empirical study was conducted by McGinnis et al (2012).…”

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confidence: 99%

Evaluating the Performance of Public Urban Transportation Systems in India

Vaidya¹

2014

JPT

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Evaluating the performance of public transportation systems facilitates operational improvement and strategic decisions. The purpose of this study was to evaluate the relative performance of 26 public urban transportation organizations in India using various criteria. We grouped these 19 criteria as Operations, Finance, and Accident-based. First, we evaluated the importance of these criteria groups using the Analytic Hierarchy Process (AHP). Then, we evaluated the organizations (Decision Making Units, DMUs) using various criteria within each criteria group using Data Envelopment Analysis (DEA). Finally, a Transportation Efficiency Number (TEN) was developed that quantified the overall performance of the DMUs considering the 19 criteria. Included is a discussion on the applicability of this approach, thus helping practicing managers understand the lacuna, if any, and set mutual benchmarks and benefits from the experience of others. This approach helps make strategic decisions for policy-making and achieves better results. IntroductionIn India, more than 30 percent of the population lives in an urban area. Road public transport and railways are the commonly-used modes of local transportation. Hand-pulled, cycle , and auto rickshaws, taxis, and hired two-wheelers (in the state of Goa) are examples of privately-operated road public transport. Buses and specially-designed Bus Rapid Transit Systems (BRTS) are shared modes of local transportation. Various government bodies (such as the state government or municipal corporations) manage the shared mode of road transportation. In this paper, the shared mode of transportation is called a road public transportation system. Literature ReviewEvaluating the performance of a road public transport system is essential for making suitable amendments in its improvement strategy. Various studies have been carried out for evaluating performance in this area. For instance, Cruz et al. (2012) This model represents a consumption process and was used to estimate the production efficiency, service effectiveness, and operational effectiveness of multimodal transit firms. To study the logistics strategy implemented in Guatemala and the United States, an empirical study was conducted by McGinnis et al. (2012). It appeared that the logistics managers in Guatemala were more inclined towards marketing and information strategies rather than process-driven strategies. To measure the service quality in urban bus transport, Barabino et al. (2012) applied a modified SERVQUAL model. The main purpose of the study was to develop an evaluation tool to verify the service quality standard offered. Based on the data collected during a two-week survey, various attributes were confirmed, including on-board security, bus reliability, cleanliness, and bus frequency. With a view toward understanding the areas of improvement of public transportation in Dublin, Kinsella and Caulifield (2011) conducted a survey, the results of which reflected that visitors or newcomers to a city are less concerned with ...

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Performance in urban public transport systems: a critical analysis of the Portuguese case

Cited by 11 publications

References 36 publications

Service quality of the urban public transport companies and sustainable city logistics

Service quality of the urban public transport companies and sustainable city logistics

A hybrid fuzzy methodology to evaluate customer satisfaction in a public transportation system for Istanbul

Evaluating the Performance of Public Urban Transportation Systems in India

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