Cavana, Robert Y.; Corbett, Lawrence M.; Lo, Y.L. (Glenda) - In: International Journal of Quality & Reliability Management 24 (2007) 1, pp. 7-31
Purpose – The purpose of this article is to develop and empirically test an extension to the three‐column format SERVQUAL instrument to evaluate passenger rail service quality. Design/methodology/approach – This article combines the literatures of service quality and rail transport quality...
