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Keywords: EN 13816
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Journal Articles
Measuring service quality in urban bus transport: a modified SERVQUAL approach
Available to Purchase
International Journal of Quality and Service Sciences (2012) 4 (3): 238–252.
Published: 31 August 2012
...Benedetto Barabino; Eusebio Deiana; Proto Tilocca Purpose The paper adapts and applies a modified SERVQUAL approach compliant with the EN 13816, a European standard on service quality in public transport. The purpose of the study is to provide a quality evaluation tool readily usable by transport...
