PERCEIVED SERVICE QUALITY ATTRIBUTES IN PUBLIC TRANSPORT: INFERENCES FROM COMPLAINTS AND NEGATIVE CRITICAL INCIDENTS

作者： Margareta Friman , , Bo Edvardsson , Tommy Garling ,

关键词: Space (commercial competition) 、 Human error 、 Consumer behaviour 、 Reliability (statistics) 、 Applied psychology 、 Service quality 、 Marketing 、 Sample (statistics) 、 Punctuality 、 Public transport 、 Psychology

摘要: A sample of 200 complaints filed to a public transit company and 210 negative critical incidents (NCIs) obtained from on-board interviews were analyzed with the purpose inferring perceived service quality (PSQ) attributes transit. The most frequent NCIs concerned employee behavior punctuality, followed by missing or inaccurate information inadequate planning. In follow-up mail survey, representative 997 respondents reported if they remembered having experienced prototypical constructed on basis complaints. Confirming validity inferred PSQ attributes, all have been at least some respondents. related were, however, less frequently whereas those vehicle design space, traffic planning more remembered. Taken together results suggest that in refer behavior, reliability, simplicity. Finally, inferences made customer are shown extend our knowledge