WIT Press

The Analytic Hierarchy Process To Evaluate The Quality Of Service In Transit Systems


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M. N. Postorino & V. Fedele


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


public transport, evaluation, Analytic Hierarchy Process, service quality.