Modeling the Service Quality of Public Bicycle Schemes Considering User Heterogeneity

Abstract

This article proposes a methodology for studying the quality of service perceived by users of a public bicycle scheme. The public is involved from the first phases of the research through their presence in focus groups to identify the relevant variables asked about in the survey. Ordered probit models have been calibrated that consider systematic variations in preference and random parameters. The results highlight the importance of safety and available information above other service variables, as well as the adjustment in perception of overall quality after considering each of the characteristics of the service, as it is proposed in this methodology.

Keywords:

• focus group
• heterogeneity
• ordered probit
• public bicycles
• quality