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A Service Quality Index for Area-wide Contract Performance Assessment

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  • David A. Hensher
  • Paola Prioni

Abstract

Over the past two decades the bus industry in many countries has been involved in a process of economic deregulation, competitive regulation, and privatisation. Among the policy practices designed to increase competition, competitive tendering represents a popular policy intervention. The focus of competitive tendering has been essentially on cost efficiency and cost effectiveness; regulators have hitherto been unsuccessful in developing a robust specification of service quality levels. 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 passengers across a set of relevant dimensions that capture customer satisfaction. © The London School of Economics and the University of Bath 2002

Suggested Citation

  • David A. Hensher & Paola Prioni, 2002. "A Service Quality Index for Area-wide Contract Performance Assessment," Journal of Transport Economics and Policy, University of Bath, vol. 36(1), pages 93-113, January.
    • Handle: RePEc:tpe:jtecpo:v:36:y:2002:i:1:p:93-113
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