Chapter 6 Local public transport
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The chapter provides a literature review on benchmarking of efficiency and quality in local public transport services. The first part of the chapter describes efficiency benchmarking. Two different approaches prevail: the first one focuses on technical and economic aspects (supply-oriented measures), whereas the second one concentrates on travelers' key interests and on engineering aspects of the service (operational performance). The assessment of economies of scale and scope gives evidence about the optimal dimension and structure of the local transport network. The second part of the chapter deals with quality benchmarking. The quality performance measures, the main quality-related attributes and, in particular, passenger satisfaction, are examined with numerous indicators based on statistical methodologies or econometric models. External benchmarking is a useful tool but a continuous improvement process inside the firm remains key. Hence, the chapter concludes with a section on the management of quality by means of a self-assessment of internal quality performance.

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