engleski

Assessing service quality of public tram transport in Zagreb city using P-TRANSQUAL model

Public transport is one of the base services that cities offer their citizens. Public services are specific because their primary goal is providing a good services and not profits. Of course they have to operate profitably but their primary purpose is to provide transport to citizens to whom this might be the only transport alternative. This work analyses quality dimensions of tram public transport and empirically assessed the quality of tram transport in Zagreb through an empirical examination in a period of ten days. Measuring each dimension of quality the overall quality is assessed. The results show that the quality on each dimension is satisfactory for each day except for the day number 2. and that duration of the trip does not diminish perceived quality as suggested by previous literature.

service quality, service quality dimensions, public transport, control charts

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