Wykorzystanie metody ser vqual do analizy jakości usług w obszarze transportu zbiorowego
Application of the ser vqual method for an analysis of service quality in the field of collective transport

Summary/Abstract: Public transport is an alternative way of movement to individual transport, which is causing more and more congestion in many Polish cities. One of the factors that motivates people to resign from private transport is the high quality of public transport services. This article analyses the quality of services in the area of collective transport, based on surveys conducted among residents of Gorzów Wielkopolski. In the research SERVQUAL method has been used, which allows obtaining information on how respondents perceive the quality of services in the area of transport and what their preferences in this case are. The final assessments of SERVQUAL (weighted and unweighted) indicate that the services of public transport have been evaluated by the respondents on the average level.

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