CONTRIBUTIONS OF THE DRIVING PERSONNEL TO THE SERVICE QUALITY IN LOCAL PUBLIC TRANSPORT - DEVELOPMENT AND APPLICATION OF A MEASUREMENT TOOL

In this article the relevance of service qualities of local public tra nsports discussed, especially with regard to increasing competition in market. Special attention is given to the driving personnel's contrib utions to service quality which till now have been neglected. We intro duce a measurement tool with which the driving personnel's contributio ns to service quality can be obtained. The results of N = 854 (questio ned) customers are presented. Confirmatory factor analyses of the cust omers' ratings yield three factors determining the perception of servi ce quality. The quality indicators underlying our measurement tool can be scaled for different segments according to the Bradley-Terry-Luce Model. The measurement tool thus allows to determine exactly the impac t of quality criteria on perceived service qualities and thus developi ng interventions for quality management.