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...

Fare evasion is a major problem for transit companies due to lost fare revenues and damage to their corporate images. Therefore, the establishment and proper management of ticket inspection teams deployed to tackle fare dodgers is highly important and represents a severe challenge. In this...

In proof-of-payment systems, fare evasion represents a crucial topic for public transport companies (PTCs) due to lost fare revenues, damaged corporate image, and increased levels of violence on public transport, which might also have negative economic repercussions on PTCs. Therefore, there is...