search query: @indexterm SERVICE QUALITY / total: 221
reference: 85 / 221
| Author: | Hensher, D.A. Prioni, P. |
| Title: | A service quality index for area-wide contract performance assessment |
| Journal: | Journal of Transport, Economics and Policy
2002 : JAN, VOL. 36:1, p. 93-113 |
| Index terms: | CONTRACTS PERFORMANCE APPRAISAL SERVICE QUALITY |
| Language: | eng |
| Abstract: | In this paper the authors propose a method of filling in a missing link in the specification of contract performance - service effectiveness - which measures the (generalised) effectiveness of a service in satisfying bus passengers across a set of relevant dimensions that capture customer satisfaction. |
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