This article is concerned with the measurement of service quality. The main objective is to suggest an alternative criterion for service quality definition and measurement. After a brief description of the most traditional techniques and with the intent to overcome some critical factors...

<em> Airport service quality and customer satisfaction: a methodology that supports the traditional one</em> (by Valerio Gatta). Objectives In this paper we consider the problem of service quality measurement. In marketing literature the study of service quality has focused on customer evaluation. Often,...

This paper derives policy implications from agent-specific data with respect to the implementation of policy changes in the case of urban freight transport. In particular, the research, based on the case of Rome's Limited Traffic Zone, discusses alternative policy scenarios. After describing...

Public authorities and transport operators are both involved in the provision of public transport services. There is a contrast between the social goals of the former and the private ones of the latter. Regulation plays an important role especially failing competition. Service contracts are the...

Data quality plays a relevant role in policy evaluation. Data quality is also strictly linked to questionnaire development and administration strategies. Willingness to pay estimates might be influenced by the data acquisition method adopted if an ex-post sophisticated modelling cannot...

This paper jointly investigates non-linear attribute effects and discrete mixture heterogeneity. The research context relates to urban freight transport policy evaluation. The paper adopts an agent-specific perspective. The often unforeseen and undesired results deriving from urban freight...

Decision makers in urban freight transport (UFT) typically need to assess the impact new policy interventions might have on freight distribution. They need to assess the impacts of changes in freight distribution policies might have on a set of elements among which one can safely include:...