Service Quality Aspects in Ferry Passenger Transport - Examples from Norway
Changes in the level of service for scheduled passenger transport influence both operating costs and passengers’ generalised travel costs. This article focuses on the service level and service quality of ferry crossings using empirical data from a survey carried out in Norway in 2008. Using gap anal...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
TU Delft OPEN Publishing
2010-06-01
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| Series: | European Journal of Transport and Infrastructure Research |
| Online Access: | https://journals.open.tudelft.nl/ejtir/article/view/2879 |
| _version_ | 1797429227805474816 |
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| author | Terje Andreas Mathisen Gisle Solvoll |
| author_facet | Terje Andreas Mathisen Gisle Solvoll |
| author_sort | Terje Andreas Mathisen |
| collection | DOAJ |
| description | Changes in the level of service for scheduled passenger transport influence both operating costs and passengers’ generalised travel costs. This article focuses on the service level and service quality of ferry crossings using empirical data from a survey carried out in Norway in 2008. Using gap analysis we document how both enterprise and household ferry users rate the importance of and their current satisfaction with a number of service aspects concerning Norwegian ferries. Fares, discount schemes and sufficient capacity in the summer are rated as highly important but providing a low level of satisfaction by both user enterprise and household respondents. These elements should, therefore, be paid special attention to when adjusting the service level. The results from the survey are of special interest for the Norwegian transport authorities with respect to revisions of the national ferry service standard, and the survey method can provide a useful tool when evaluating transport initiatives. |
| first_indexed | 2024-03-09T09:10:10Z |
| format | Article |
| id | doaj.art-9efb947357774075bb8d4027b875f8fc |
| institution | Directory Open Access Journal |
| issn | 1567-7141 |
| language | English |
| last_indexed | 2024-03-09T09:10:10Z |
| publishDate | 2010-06-01 |
| publisher | TU Delft OPEN Publishing |
| record_format | Article |
| series | European Journal of Transport and Infrastructure Research |
| spelling | doaj.art-9efb947357774075bb8d4027b875f8fc2023-12-02T09:06:36ZengTU Delft OPEN PublishingEuropean Journal of Transport and Infrastructure Research1567-71412010-06-0110210.18757/ejtir.2010.10.2.28792501Service Quality Aspects in Ferry Passenger Transport - Examples from NorwayTerje Andreas Mathisen0Gisle Solvoll1Bodø Graduate School of BusinessBodø Graduate School of BusinessChanges in the level of service for scheduled passenger transport influence both operating costs and passengers’ generalised travel costs. This article focuses on the service level and service quality of ferry crossings using empirical data from a survey carried out in Norway in 2008. Using gap analysis we document how both enterprise and household ferry users rate the importance of and their current satisfaction with a number of service aspects concerning Norwegian ferries. Fares, discount schemes and sufficient capacity in the summer are rated as highly important but providing a low level of satisfaction by both user enterprise and household respondents. These elements should, therefore, be paid special attention to when adjusting the service level. The results from the survey are of special interest for the Norwegian transport authorities with respect to revisions of the national ferry service standard, and the survey method can provide a useful tool when evaluating transport initiatives.https://journals.open.tudelft.nl/ejtir/article/view/2879 |
| spellingShingle | Terje Andreas Mathisen Gisle Solvoll Service Quality Aspects in Ferry Passenger Transport - Examples from Norway European Journal of Transport and Infrastructure Research |
| title | Service Quality Aspects in Ferry Passenger Transport - Examples from Norway |
| title_full | Service Quality Aspects in Ferry Passenger Transport - Examples from Norway |
| title_fullStr | Service Quality Aspects in Ferry Passenger Transport - Examples from Norway |
| title_full_unstemmed | Service Quality Aspects in Ferry Passenger Transport - Examples from Norway |
| title_short | Service Quality Aspects in Ferry Passenger Transport - Examples from Norway |
| title_sort | service quality aspects in ferry passenger transport examples from norway |
| url | https://journals.open.tudelft.nl/ejtir/article/view/2879 |
| work_keys_str_mv | AT terjeandreasmathisen servicequalityaspectsinferrypassengertransportexamplesfromnorway AT gislesolvoll servicequalityaspectsinferrypassengertransportexamplesfromnorway |