Tekijä: | Hensher, D.A. Prioni, P. |
Otsikko: | A service quality index for area-wide contract performance assessment |
Lehti: | Journal of Transport, Economics and Policy
2002 : JAN, VOL. 36:1, p. 93-113 |
Asiasana: | CONTRACTS PERFORMANCE APPRAISAL SERVICE QUALITY |
Kieli: | eng |
Tiivistelmä: | 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. |
SCIMA