The Analytic Hierarchy Process To Evaluate The
Quality Of Service In Transit Systems
Author(s)
M. N. Postorino & V. Fedele
Abstract
In this work the Analytic Hierarchy Process (AHP) method has been used to
evaluate the best action to be performed by a public transit company with
reference to a general goal aimed at customer satisfaction. The tested procedure
can help the planner to select the most effective action with reference to the
general goal by using in optimal way the available resources.
Keywords: public transport, evaluation, Analytic Hierarchy Process, service
quality.
1 Introduction
In the last years, different initiatives both at national and European level have
been taken in order to increase the share of the public transport and then to
resolve many of the problems linked to the excessive use of cars in urban areas.
The actual reorganization of the public transport sector considers the
assignment of the service management to a specific company by means of some
bidding procedures that allow the public planner to select the best company in
terms of technique and organizing requirements that satisfy the planned targets.
In such a context, the monitoring capability of a company in terms of user
satisfaction becomes an important element, given that the improvement of the
user satisfaction also means the respect of the quality of the offered service and
then the acquisition of new users that in turn means an increase of revenue.
Then, not only the cost reduction is crucial for the transit company but also an
Keywords
public transport, evaluation, Analytic Hierarchy Process, service
quality.
Related Book
Other papers in this volume
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