Liberalization processes and the threats posed by ever increasing competition have forced public transport companies in Italy to pay a closer attention to their customers, so to enhance loyalty and demand for transport. These customer-targeted strategies have been responsible for some...

Purpose – The paper adapts and applies a modified SERVQUAL approach compliant with the EN 13816, a European standard on service quality in public transport. The purpose of the study is to provide a quality evaluation tool readily usable by transport operators willing to certify the service...