Chapter 10 of this volume described the way in which METPEX developed a series of key performance indicators (KPIs) to measure the quality of the whole journey experience. However, this chapter provides a list of variables for each of the KPIs that can then be used to develop survey instruments. It is suggested that each of the variables is turned into 5 point Likert type scale questions, which will then enable easy comparison with the benchmarking scores we have obtained. Figure 12.1 shows the groups of which have been developed, each of these is examined in more detail in the following sections.

From KPIs to operationalising the quality of the passenger experience / Woodcock, Andree; Diana, Marco; Duarte, André - In: Designing mobility and transport services - Developing traveller experience tools / Tovey M., Woodcock A., Osmond J.. - STAMPA. - Abingdon (UK) : Routledge, 2017. - ISBN 978-1472478467. - pp. 177-192

From KPIs to operationalising the quality of the passenger experience

DIANA, Marco;
2017

Abstract

Chapter 10 of this volume described the way in which METPEX developed a series of key performance indicators (KPIs) to measure the quality of the whole journey experience. However, this chapter provides a list of variables for each of the KPIs that can then be used to develop survey instruments. It is suggested that each of the variables is turned into 5 point Likert type scale questions, which will then enable easy comparison with the benchmarking scores we have obtained. Figure 12.1 shows the groups of which have been developed, each of these is examined in more detail in the following sections.
2017
978-1472478467
Designing mobility and transport services - Developing traveller experience tools
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11583/2666030
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