This page has only limited features, please log in for full access.

Prof. Gabriella Mazzulla
Department of Civil Engineering, University of Calabria, Rende, 87036, Italy

Basic Info


Research Keywords & Expertise

0 Behavioral Modeling
0 Cycling
0 Public Transport
0 Road Safety
0 Service Quality

Fingerprints

Service Quality
Public Transport
Road Safety
Survey Design
Walking
Sustainable mobility
Air transport
Driving behavior
Land use–transport

Honors and Awards

The user has no records in this section


Career Timeline

The user has no records in this section.


Short Biography

The user biography is not available.
Following
Followers
Co Authors
The list of users this user is following is empty.
Following: 0 users

Feed

Journal article
Published: 29 July 2021 in Journal of Air Transport Management
Reads 0
Downloads 0

In this paper, the heterogeneity in passengers' perceptions of airlines' services has been investigated by using a Random Parameter Mixed logit model. To calibrate and validate the proposed model, data from a Stated Preferences choice experiments was used. The survey was conducted online and involved the whole population of the University of Calabria (Italy). The experiments were designed by considering the main service attributes characterizing air travellers’ experience in its entirety: before, during, and after the flight. Differently from the previous studies using Stated Preferences survey, two different groups of choice experiments were designed: the former referring to before/after the flight stages, and the last referring to during the flight experience. For each group, specific attributes were considered. Final findings remark that flyers' perceptions on airline's services vary among the different service aspects and among individuals. Specifically, we found that curtesy of cabin crew, space available, temperature, cleanliness, service on board and ticket cost are attributes referring to the during the flight stage of the travel that showed heterogeneity in passenger's perceptions. On the contrary, the attributes referring to the before/after the flight stages for which we detected heterogeneity in passengers' perceptions are waiting time at check-in, delay of flight departure, and ticket cost.

ACS Style

Maria Grazia Bellizzi; Luigi Dell’Olio; Laura Eboli; Gabriella Mazzulla. Detecting passengers' heterogeneity on airlines’ services using SP data. Journal of Air Transport Management 2021, 96, 102123 .

AMA Style

Maria Grazia Bellizzi, Luigi Dell’Olio, Laura Eboli, Gabriella Mazzulla. Detecting passengers' heterogeneity on airlines’ services using SP data. Journal of Air Transport Management. 2021; 96 ():102123.

Chicago/Turabian Style

Maria Grazia Bellizzi; Luigi Dell’Olio; Laura Eboli; Gabriella Mazzulla. 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data." Journal of Air Transport Management 96, no. : 102123.

Research article
Published: 11 December 2020 in Transportation Letters
Reads 0
Downloads 0

An effective strategy for offering services characterized by adequate levels of quality is to investigate on the single service aspects, to verify what needs to be improved or maintained, and what does not need particular resources. In this paper, we want to provide a practical instrument for investigating airport transport service quality, based on the opinion expressed by a sample of passengers. The case study is the International Airport of Lamezia Terme, a peripheral airport placed in the south of Italy; the data were derived from Customer Satisfaction Surveys conducted during 2015–2016. We propose a modification of the well-known Importance-Performance Analysis (IPA), by adopting as importance the weights determined through a Structural Equation Modeling (SEM) approach, and by plotting the gap between importance and performance on a visual graph, that we hold as easier to be read and more intuitive than the one used in the traditional IPA. The results obtained by the proposed Gap Importance-Performance Analysis (Gap-IPA) suggest that the attention of the airport operator should focus on the service aspects related to cleanliness. Besides, the methodology can show which aspects should be kept under control for avoiding to become critical issues of the service.

ACS Style

Jaime Allen; Maria Grazia Bellizzi; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. Identifying strategies for improving airport services: introduction of the Gap-IPA to an Italian airport case study. Transportation Letters 2020, 13, 243 -253.

AMA Style

Jaime Allen, Maria Grazia Bellizzi, Laura Eboli, Carmen Forciniti, Gabriella Mazzulla. Identifying strategies for improving airport services: introduction of the Gap-IPA to an Italian airport case study. Transportation Letters. 2020; 13 (3):243-253.

Chicago/Turabian Style

Jaime Allen; Maria Grazia Bellizzi; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. 2020. "Identifying strategies for improving airport services: introduction of the Gap-IPA to an Italian airport case study." Transportation Letters 13, no. 3: 243-253.

Journal article
Published: 24 June 2020 in Research in Transportation Business & Management
Reads 0
Downloads 0

The growing competition between the airlines has driven them to customer centered strategies. Knowing how users evaluate the quality of service is important to direct the marketing strategies. Customer Satisfaction Surveys (CSS) are carried out just for this purpose. This paper aims to define how the design of a CSS questionnaire should be conducted. After a preliminary draft of the questionnaire, a panel of experts was contacted for collecting suggestions to improve it. People who travelled by air were requested to evaluate some aspects of the services provided by the airlines. Two different evaluation scales were adopted: one for asking a judgment about the quality of each service aspect, and one for asking a level of satisfaction with it. Then, a Pilot Survey (PS) was launched to refine the survey design and to verify the convenience of using two evaluation scales and/or to define the best scale to be adopted. Finally, the results registered from the large-scale survey revealed that the use of both the evaluation scales is convenient and useful for discovering the different perceptions of users and specifically their satisfaction level in relation to their judgments on each service aspect.

ACS Style

Maria Grazia Bellizzi; Laura Eboli; Gabriella Mazzulla. An online survey for the quality assessment of airlines' services. Research in Transportation Business & Management 2020, 37, 100515 .

AMA Style

Maria Grazia Bellizzi, Laura Eboli, Gabriella Mazzulla. An online survey for the quality assessment of airlines' services. Research in Transportation Business & Management. 2020; 37 ():100515.

Chicago/Turabian Style

Maria Grazia Bellizzi; Laura Eboli; Gabriella Mazzulla. 2020. "An online survey for the quality assessment of airlines' services." Research in Transportation Business & Management 37, no. : 100515.

Journal article
Published: 09 June 2020 in Sustainability
Reads 0
Downloads 0

As the competition between airlines grows, their customer-centered strategies are becoming increasingly popular. In this context, the marketing strategies are the result of investigations carried out directly on users, usually through the Customer Satisfaction Surveys. Investigating on airline passengers’ preferences represents a useful action to pursue the most convenient strategy for increasing their satisfaction and improving the provided service. With this aim, we propose the design of a Stated Preference survey and the preliminary outcomes obtained from the analysis and modelling of the collected data. A deep study of the literature review drove us to consider the land services separately from the air ones. Even if the travel experience of an airline passenger starts at the airport, only the services provided by the airlines are the object of this study. The Stated Preference survey was designed with the aim to capture the passengers’ desires on airlines’ services by proposing hypothetical scenarios to them. The survey was addressed to the whole population of the University of Calabria (Italy). A sample of 1907 survey responses was obtained. For analyzing the collected data, discrete choice models have been calibrated to obtain the weights assigned by users to each service quality aspect included in the experiment.

ACS Style

Maria Grazia Bellizzi; Luigi Dell’Olio; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes. Sustainability 2020, 12, 1 .

AMA Style

Maria Grazia Bellizzi, Luigi Dell’Olio, Laura Eboli, Carmen Forciniti, Gabriella Mazzulla. Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes. Sustainability. 2020; 12 (11):1.

Chicago/Turabian Style

Maria Grazia Bellizzi; Luigi Dell’Olio; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes." Sustainability 12, no. 11: 1.

Journal article
Published: 03 February 2020 in Journal of Air Transport Management
Reads 0
Downloads 0

Service quality of the airline industry is still unexplored, if compared to the public transport service quality literature. In this paper, we propose an analysis of the services provided by an Italian airport based on an SEM approach. Specifically, we propose a SEM-MIMIC ordinal Probit capturing the heterogeneity in perceptions of air transport passengers and identify groups of passengers with similar assessments of the services. Results suggest the presence of four constructs affecting the overall satisfaction at the terminal, namely information, control, environment, and food service. Results also suggest that there are two different user-types: accessory user (who uses ticket office, luggage trolleys, and escalator lifts), and technology user (who uses charging stations, airport website, and airport wi-fi).

ACS Style

Jaime Allen; Maria Grazia Bellizzi; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity. Journal of Air Transport Management 2020, 84, 101780 .

AMA Style

Jaime Allen, Maria Grazia Bellizzi, Laura Eboli, Carmen Forciniti, Gabriella Mazzulla. Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity. Journal of Air Transport Management. 2020; 84 ():101780.

Chicago/Turabian Style

Jaime Allen; Maria Grazia Bellizzi; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. 2020. "Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity." Journal of Air Transport Management 84, no. : 101780.

Journal article
Published: 09 January 2020 in International Journal of Environmental Research and Public Health
Reads 0
Downloads 0

To resolve environmental and social problems and traffic congestion, a sustainability evaluation of transportation infrastructure should be done for current and proposed situations. The aim of the present investigation is to evaluate the sustainability of infrastructure project on system interchange and assess their results with respect to sustainable development indicators. Based on interviews with experts, intensive observation, and development infrastructure related to the case study, six proposed scenarios are proposed to improve traffic condition of the Sheikhfazolah-Yadegar interchange in Tehran. The proposed scenarios are modeled and calibrated in AIMSUN 8.0, then the value of all indicators are determined through an indirect and direct procedure by AIMSUN results. A technique for order of preference by similarity to ideal solution (TOPSIS) method is used to integrate the results of proposed indicators. Although the weight of each indicator specifies its effect in sustainability evaluation, changes intensity of indicator value was not applied in sustainability evaluation by the previous methods of multi-criteria decision analysis (MCDA). In this study, for the first time, a simplified approach is defined and used to evaluate sustainable development of all scenarios that can apply the effect of changes intensity in sustainability evaluation. This method is named the applied effect of changes intensity in each indicator (AECIEI). According to the purposes of Tehran vision in 2025, all proposed scenarios are ranked based on TOPSIS results and the simplified approach, and then results of these methods are compared.

ACS Style

Aydin Shishegaran; Arshia Shishegaran; Gabriella Mazzulla; Carmen Forciniti. A Novel Approach for a Sustainability Evaluation of Developing System Interchange: The Case Study of the Sheikhfazolah-Yadegar Interchange, Tehran, Iran. International Journal of Environmental Research and Public Health 2020, 17, 435 .

AMA Style

Aydin Shishegaran, Arshia Shishegaran, Gabriella Mazzulla, Carmen Forciniti. A Novel Approach for a Sustainability Evaluation of Developing System Interchange: The Case Study of the Sheikhfazolah-Yadegar Interchange, Tehran, Iran. International Journal of Environmental Research and Public Health. 2020; 17 (2):435.

Chicago/Turabian Style

Aydin Shishegaran; Arshia Shishegaran; Gabriella Mazzulla; Carmen Forciniti. 2020. "A Novel Approach for a Sustainability Evaluation of Developing System Interchange: The Case Study of the Sheikhfazolah-Yadegar Interchange, Tehran, Iran." International Journal of Environmental Research and Public Health 17, no. 2: 435.

Journal article
Published: 05 December 2019 in Transportation Research Part A: Policy and Practice
Reads 0
Downloads 0

Investigating on transit users’ opinions represents a useful strategy to understand the level of quality of a service, and consequently pursuing the most convenient interventions for satisfying users and improving the service. On the other hand, an important issue for increasing the use of transit systems is linked to the necessity to attract new users, in addition to customize the current users. For this reason, it becomes fundamental to know also the perceptions of people who do not use transit systems with the aim to discover which are the reasons of their travel choices and particularly which are the most relevant transit service aspects for them. In this work, a Stated Preferences (SP) survey was conducted in order to investigate on both transit current and potential users’ preferences. This kind of survey allows potential users opinions to be captured due to its peculiarity of the possibility to propose to interviewees hypothetical services and not only real services, which could not be judged by people who do not use the service. The collected data were adopted to calibrate discrete choice models such as Random Parameters mixed Logit models and Latent Class models. These models allow heterogeneity of users’ opinions to be analysed. Calibrating this kind of models using data collected from both users and potential users permitted to capture the differences among users in their preferences about transit service quality, and the differences among potential users in their desired service quality. Model results showed some interesting findings concerning the differences of categories of users and potential users, and especially the diversity of preferences between people who know well the service and people who could become users even if they have not a real perception of it. We also calculated the Willingness-To-Pay (WTP), which allowed to discover that the WTP values obtained for the potential users are very much higher than the values obtained for the users. The proposed models can be also useful for the practitioners and transit operators to identify the best combination of the quality levels to assign to the various service aspects.

ACS Style

Maria Grazia Bellizzi; Luigi Dell'Olio; Laura Eboli; Gabriella Mazzulla. Heterogeneity in desired bus service quality from users’ and potential users’ perspective. Transportation Research Part A: Policy and Practice 2019, 132, 365 -377.

AMA Style

Maria Grazia Bellizzi, Luigi Dell'Olio, Laura Eboli, Gabriella Mazzulla. Heterogeneity in desired bus service quality from users’ and potential users’ perspective. Transportation Research Part A: Policy and Practice. 2019; 132 ():365-377.

Chicago/Turabian Style

Maria Grazia Bellizzi; Luigi Dell'Olio; Laura Eboli; Gabriella Mazzulla. 2019. "Heterogeneity in desired bus service quality from users’ and potential users’ perspective." Transportation Research Part A: Policy and Practice 132, no. : 365-377.

Journal article
Published: 28 November 2019 in Transportation Research Procedia
Reads 0
Downloads 0

On-board comfort is one of the factors influencing bus users’ perceptions. Investigating on comfort levels can support transit agencies in monitoring service performance and implementing strategies to improve the service. The specific objective of this paper is to develop an innovative methodology that provides a measure of the quality level of a bus ride in terms of comfort on board, considering instantaneous values of lateral and longitudinal vehicle acceleration. This methodology is based on the matching of subjective and objective measures of comfort. More specifically, authors identify subjective thresholds from the perception of comfort on board and objective thresholds from kinematic parameters recorded along bus routes. The proposed methodology allows to identify a comfort domain and to recognise where passengers experiment comfort/discomfort conditions associated with the driving style of bus drivers.

ACS Style

Benedetto Barabino; Laura Eboli; Gabriella Mazzulla; Sara Mozzoni; Roberto Murru; Giuseppe Pungillo. An innovative methodology to define the bus comfort level. Transportation Research Procedia 2019, 41, 461 -470.

AMA Style

Benedetto Barabino, Laura Eboli, Gabriella Mazzulla, Sara Mozzoni, Roberto Murru, Giuseppe Pungillo. An innovative methodology to define the bus comfort level. Transportation Research Procedia. 2019; 41 ():461-470.

Chicago/Turabian Style

Benedetto Barabino; Laura Eboli; Gabriella Mazzulla; Sara Mozzoni; Roberto Murru; Giuseppe Pungillo. 2019. "An innovative methodology to define the bus comfort level." Transportation Research Procedia 41, no. : 461-470.

Conference paper
Published: 29 June 2019 in Transactions on Petri Nets and Other Models of Concurrency XV
Reads 0
Downloads 0

This paper aims to explore the sense of passengers well-being in the terminal of an airport. The proposed methodology is performed into two stages: firstly, we use a basic latent class modeling approach in order to identify the latent classes representing air passengers’ attitude towards the different provided service quality aspects, and detecting the sense of passengers well-being in the terminal; then, we introduce covariates in order to better explore latent class memberships as a function of socio-economic characteristics, travel habits and flight features. Evidences from a peripheral airport placed in the south of Italy were used for testing the proposed methodology and for obtaining practical issues. Specifically, we found that three latent classes of air passengers can be identified, namely no-sensitive passengers, cleanliness-sensitive and information-sensitive passengers. We found also that among the socio-economic characteristics, gender does not very influence very much class memberships, whereas age and level of education strongly affect class population shares. At the same time, travel purposes, country and arrival time before the flight showed a certain influence in predicting passengers class memberships.

ACS Style

Maria Grazia Bellizzi; Laura Eboli; Gabriella Mazzulla. Latent Classes Exploring the Sense of Passengers Well-Being in the Terminal: Evidence from a Peripheral Airport. Transactions on Petri Nets and Other Models of Concurrency XV 2019, 133 -147.

AMA Style

Maria Grazia Bellizzi, Laura Eboli, Gabriella Mazzulla. Latent Classes Exploring the Sense of Passengers Well-Being in the Terminal: Evidence from a Peripheral Airport. Transactions on Petri Nets and Other Models of Concurrency XV. 2019; ():133-147.

Chicago/Turabian Style

Maria Grazia Bellizzi; Laura Eboli; Gabriella Mazzulla. 2019. "Latent Classes Exploring the Sense of Passengers Well-Being in the Terminal: Evidence from a Peripheral Airport." Transactions on Petri Nets and Other Models of Concurrency XV , no. : 133-147.

Journal article
Published: 11 January 2019 in Transport Policy
Reads 0
Downloads 0

We analyse the relationship between transit passengers’ satisfaction and loyalty. Understanding passengers’ behavioural intentions after experiencing a service is an essential task for transit managers. We use structural equation models (SEM) to explore the relationship among various satisfaction latent constructs. In particular, we introduce Loyalty, which represents the intent to recommend the service. We also introduce the concept of Critical Incidents (CI), i.e. closure of a transit line in the last three months (planned) or a service anomaly in the past month (unplanned), and hypothesise that CI negatively affects any attribute-specific satisfaction construct. We additionally model the concept of Involvement, measured as the intent to participate in future public transport (PT) marketing studies, and hypothesise that both Overall Satisfaction and Loyalty may affect this variable. Finally, we conduct an SEM Multi-Group Analysis (SEM-MGA), with the objective to determine whether heterogeneity is present in passengers’ satisfaction models, by incorporating users’ travel and demographic characteristics (i.e. gender, age, nationality, time of day, travel frequency, and trip purpose). Our findings show that CI significantly impact all attribute-specific satisfaction constructs, specially the unplanned events during the last month. We also find that Loyalty is influenced by Overall Satisfaction and also by specific satisfaction constructs. By comparing various SEM models, we find that service satisfaction constructs, such as speed and waiting time at the platform, are the most relevant towards Overall Satisfaction. The SEM-MGA serves as a tool to test for heterogeneity in the satisfaction models within user groups. We find differences in time of day, age, and travel frequency. Finally, we consider that the Involvement relationship needs further research. Our framework allows for more detailed policy-making in PT systems regarding heterogeneous subpopulations and more concrete policy variables, such as Critical Incidents.

ACS Style

Jaime Allen; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla; Juan De Dios Ortúzar. The role of critical incidents and involvement in transit satisfaction and loyalty. Transport Policy 2019, 75, 57 -69.

AMA Style

Jaime Allen, Laura Eboli, Carmen Forciniti, Gabriella Mazzulla, Juan De Dios Ortúzar. The role of critical incidents and involvement in transit satisfaction and loyalty. Transport Policy. 2019; 75 ():57-69.

Chicago/Turabian Style

Jaime Allen; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla; Juan De Dios Ortúzar. 2019. "The role of critical incidents and involvement in transit satisfaction and loyalty." Transport Policy 75, no. : 57-69.

Journal article
Published: 06 December 2018 in Transportation Research Part D: Transport and Environment
Reads 0
Downloads 0

In the last few years, ordinary least squares (OLS) models have been the most used regression models for estimating trips in urban areas. However, these models present some limitations, whose the most relevant is that they ignore the geographic variations of relationships among variables. On the other hand, the explanatory power of trip generation models can be enhanced using geographically weighted regression (GWR), which is a local form of linear regression used to model spatially varying relationships. In this paper, factors affecting daily trips made by the Metro system of Madrid (Spain) are analysed through a GWR model. In order to evaluate the factors mainly influencing daily trip generation, a number of explanatory variables, including socio-economic characteristics of the population, land use, accessibility, and transportation system attributes, were considered. The analysis led to the identification of seven explanatory variables to be included in the model specification. The GWR results captured the spatial variation of the relationships among the variables across the study region. The research study attempted to identify the variable that most influenced trip generation for different parts of the city through a comparison of GWR results between various city zones.

ACS Style

Francisco Calvo; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. Factors influencing trip generation on metro system in Madrid (Spain). Transportation Research Part D: Transport and Environment 2018, 67, 156 -172.

AMA Style

Francisco Calvo, Laura Eboli, Carmen Forciniti, Gabriella Mazzulla. Factors influencing trip generation on metro system in Madrid (Spain). Transportation Research Part D: Transport and Environment. 2018; 67 ():156-172.

Chicago/Turabian Style

Francisco Calvo; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. 2018. "Factors influencing trip generation on metro system in Madrid (Spain)." Transportation Research Part D: Transport and Environment 67, no. : 156-172.

Journal article
Published: 01 December 2018 in Case Studies on Transport Policy
Reads 0
Downloads 0

Passengers’ behavioural intentions after experiencing transit services can be viewed as signals that show if a customer continues to utilise a company’s service. Users’ behavioural intentions can depend on a series of aspects that are difficult to measure directly. More recently, transit passengers’ behavioural intentions have been considered together with the concepts of service quality and customer satisfaction. Due to the characteristics of the ways for evaluating passengers’ behavioural intentions, service quality and customer satisfaction, we retain that this kind of issue could be analysed also by applying ordered regression models. This work aims to propose an ordered Probit model for analysing service quality factors that can influence passengers’ behavioural intentions towards the use of transit services. The case study is the LRT of Seville (Spain), where a survey was conducted in order to collect the opinions of the passengers about the existing transit service, and to have a measure of the aspects that can influence the intentions of the users to continue using the transit service in the future.

ACS Style

Juan de Oña; Rocío de Oña; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. An ordered regression model to predict transit passengers’ behavioural intentions. Case Studies on Transport Policy 2018, 6, 449 -455.

AMA Style

Juan de Oña, Rocío de Oña, Laura Eboli, Carmen Forciniti, Gabriella Mazzulla. An ordered regression model to predict transit passengers’ behavioural intentions. Case Studies on Transport Policy. 2018; 6 (4):449-455.

Chicago/Turabian Style

Juan de Oña; Rocío de Oña; Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. 2018. "An ordered regression model to predict transit passengers’ behavioural intentions." Case Studies on Transport Policy 6, no. 4: 449-455.

Article
Published: 10 September 2018 in Transportation
Reads 0
Downloads 0

Supplying public transport systems with high levels of service quality is fundamental for retaining users and attracting new ones. Policies that improve transit service quality will ultimately lead to more sustainable travel patterns. Measuring overall service quality implies measuring the quality of several specific attributes and is prevalently evaluated through the perceptions of users, using satisfaction rates. In this study, we demonstrate that there is a further element that can influence users’ perceptions, the so-called critical incidents (CI), defined as encounters that are particularly satisfying or dissatisfying. The concept is not restricted to ratings of the predefined product or service attributes, because customers who experience CI remember them well and can usually describe the experience. We implement a framework that includes CI and is innovative for several reasons. Firstly, we introduce attribute-specific (e.g. reliability, safety, comfort) CI to explain attribute-specific satisfaction levels, and then we model these with latent constructs allowing for measurement error in recalling the CI. We also demonstrate that using an Ordinal-Probit approach leads to more accurate results than its numerical counterpart, the latter possibly presenting biased results. Finally, we present a full Structural Equation Multiple Cause Multiple Indicator (SEM-MIMIC) model, which corrects for heterogeneity in the perceptions of users regarding satisfaction with the various service attributes, with the overall service, and with loyalty. For these purposes, we analyse an extensive database (96,763 interviewed passengers) derived from Customer Satisfaction Surveys in the railway services offered in the hinterland of Milan. Our main contribution to the literature is that we show that the occurrence of a CI has a substantial negative impact on passenger satisfaction for all service attributes. As it is a policy-related variable, it can be managed directly by the public transport (PT) administrators. To better plan and improve PT services, avoiding CI in specific items should be the strategy to follow. On the other hand, reliability, and added-value services are the primary service attributes that have a positive effect on satisfaction with the overall service and, in turn, on loyalty. Our model can be useful for PT administrators as it sheds light on how to improve the service according to users’ preferences, and by considering the differences among user categories.

ACS Style

Jaime Allen; Laura Eboli; Gabriella Mazzulla; Juan De Dios Ortúzar. Effect of critical incidents on public transport satisfaction and loyalty: an Ordinal Probit SEM-MIMIC approach. Transportation 2018, 47, 827 -863.

AMA Style

Jaime Allen, Laura Eboli, Gabriella Mazzulla, Juan De Dios Ortúzar. Effect of critical incidents on public transport satisfaction and loyalty: an Ordinal Probit SEM-MIMIC approach. Transportation. 2018; 47 (2):827-863.

Chicago/Turabian Style

Jaime Allen; Laura Eboli; Gabriella Mazzulla; Juan De Dios Ortúzar. 2018. "Effect of critical incidents on public transport satisfaction and loyalty: an Ordinal Probit SEM-MIMIC approach." Transportation 47, no. 2: 827-863.

Journal article
Published: 01 August 2018 in Transportation Research Part A: Policy and Practice
Reads 0
Downloads 0

Passenger’s perception about transit service quality strongly depends on the context to which the passenger refers. Consequently, each attribute affecting service quality and rated in terms of satisfaction or importance could show spatial pattern across the region and/or temporal variations. Although transit service quality was largely investigated, few studies took into account the spatial variability of passengers’ responses, given that a large amount of previous studies considered customer satisfaction with transit services in a cross sectional manner only. In order to cover this lack, we propose a study focused on transit service quality evaluated at railway stations, aimed to suggest a methodology for treating spatial variation of service quality attributes. The research is supported by Customer Satisfaction Survey data collected by a railway operator providing regional services in the North of Italy, and particularly rail services of regional and suburban lines connecting different towns of the hinterland of the city of Milan. The emerging results show spatial patterns across the region of the transit service quality attributes which should be taken into account for a deeper investigation of passengers’ perceptions about rail services.

ACS Style

Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. Spatial variation of the perceived transit service quality at rail stations. Transportation Research Part A: Policy and Practice 2018, 114, 67 -83.

AMA Style

Laura Eboli, Carmen Forciniti, Gabriella Mazzulla. Spatial variation of the perceived transit service quality at rail stations. Transportation Research Part A: Policy and Practice. 2018; 114 ():67-83.

Chicago/Turabian Style

Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. 2018. "Spatial variation of the perceived transit service quality at rail stations." Transportation Research Part A: Policy and Practice 114, no. : 67-83.

Editorial
Published: 16 July 2018 in Transportation Research Part A: Policy and Practice
Reads 0
Downloads 0
ACS Style

Ahmed El-Geneidy; Gabriella Mazzulla; Borja Alonso. Special Issue on New trends in analysing and modelling public transport quality of service. Transportation Research Part A: Policy and Practice 2018, 114, 1 -2.

AMA Style

Ahmed El-Geneidy, Gabriella Mazzulla, Borja Alonso. Special Issue on New trends in analysing and modelling public transport quality of service. Transportation Research Part A: Policy and Practice. 2018; 114 ():1-2.

Chicago/Turabian Style

Ahmed El-Geneidy; Gabriella Mazzulla; Borja Alonso. 2018. "Special Issue on New trends in analysing and modelling public transport quality of service." Transportation Research Part A: Policy and Practice 114, no. : 1-2.

Research article
Published: 28 September 2017 in IET Intelligent Transport Systems
Reads 0
Downloads 0

The perception of risk, as the expectation of being involved in a traffic accident, is evaluated mainly in a subjective manner being perceptions as highly individual, and depending on experiences with accidents. However, both individual driver characteristics and driving behaviour entail certain perception errors in the risk level evaluation; as a consequence, drivers are very often not aware of the actual risk they are taking. For this aim, the paper presents a methodology for measuring the driver's perception error in the traffic accidents risk level evaluation based on the comparison between a measure of the risk perception subjectively obtained, and an objective measure obtained from kinematic parameters defining the driving style. Starting from a procedure that describes the relationship between lateral and longitudinal accelerations and speeds, we classified car drivers’ behaviour as safe or unsafe. Then, we defined three levels of risk of being involved in a road accident (low, medium, and high risk). The subjective measure of the risk perception is obtained by the judgements of drivers regarding their driving behaviour.

ACS Style

Laura Eboli; Gabriella Mazzulla; Giuseppe Pungillo. Measuring the driver's perception error in the traffic accident risk evaluation. IET Intelligent Transport Systems 2017, 11, 659 -666.

AMA Style

Laura Eboli, Gabriella Mazzulla, Giuseppe Pungillo. Measuring the driver's perception error in the traffic accident risk evaluation. IET Intelligent Transport Systems. 2017; 11 (10):659-666.

Chicago/Turabian Style

Laura Eboli; Gabriella Mazzulla; Giuseppe Pungillo. 2017. "Measuring the driver's perception error in the traffic accident risk evaluation." IET Intelligent Transport Systems 11, no. 10: 659-666.

Journal article
Published: 01 August 2017 in Transportation Research Part F: Traffic Psychology and Behaviour
Reads 0
Downloads 0

Perceived risk can be defined as the expectation of being involved in a traffic accident. Traffic risk perception is often subjectively evaluated being risk perception as highly individual, and depending on experiences with accidents. For this reason, a subjective measure of risk level can be useful. On the other hand, accident risk level can be measured also through objective measures, consisting in kinematic parameters defining the driving style. At this aim, it is very important to analyse instantaneous and geo-referenced travelling kinematic parameters of the vehicle recorded by real tests on the road. The aim of this paper is to identify the accident risk level of each driver based on a methodology combining both subjective and objective parameters. Specifically, by using the proposed methodology the risk can be measured immediately by using only the kinematic parameters adopted when driving; we defined three levels of risk of being involved in a road accident (low, medium, and high risk). We retain that our research can give a contribution in terms of improvement of road safety, because the distorted perception of risk level is one of the main causes of road accidents. Very often, drivers are not aware of the risk taking; therefore, it is necessary to raise the awareness of drivers to have safer driving. The proposed method can be useful for informing the driver on the level of risk he/she assumes, so that he/she can take the necessary precautions next time that will cover that stretch of road.

ACS Style

Laura Eboli; Gabriella Mazzulla; Giuseppe Pungillo. How to define the accident risk level of car drivers by combining objective and subjective measures of driving style. Transportation Research Part F: Traffic Psychology and Behaviour 2017, 49, 29 -38.

AMA Style

Laura Eboli, Gabriella Mazzulla, Giuseppe Pungillo. How to define the accident risk level of car drivers by combining objective and subjective measures of driving style. Transportation Research Part F: Traffic Psychology and Behaviour. 2017; 49 ():29-38.

Chicago/Turabian Style

Laura Eboli; Gabriella Mazzulla; Giuseppe Pungillo. 2017. "How to define the accident risk level of car drivers by combining objective and subjective measures of driving style." Transportation Research Part F: Traffic Psychology and Behaviour 49, no. : 29-38.

Original paper
Published: 05 July 2017 in Public Transport
Reads 0
Downloads 0

Transit service quality is a complex concept depending on different service aspects, such as service frequency and punctuality, comfort, cleanliness, information and so on. Transit service quality is generally measured through the satisfaction of the users with the service. There are relationships between the overall service quality and the different transit service aspects, and between each aspect and the characteristics describing it. Structural equation models represent a useful tool for exploring this kind of relationship and determining the influence of the different service characteristics on service quality. An investigated issue concerning structural equation models is the contrast between the formative and the reflective approach. The structural models proposed for measuring transit service quality have followed a reflective approach, according to which the latent variable (or the service aspect) is the cause of the observed measures (or the service factors describing the service aspect); but in this paper we investigate on the fact that formative variables could be considered to model the relationship among the service quality characteristics, supposing that the observed measures, which represent the service characteristics, form the latent construct. The findings from the comparison between the results obtained by applying the two different approaches suggest that the reflective model is surely more suitable for describing the phenomenon of passenger satisfaction with transit service quality. However, we retain that if some service aspects can be more conveniently investigated through a reflective approach, other service aspects could follow a formative approach in a better way.

ACS Style

Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. Formative and reflective measurement models for analysing transit service quality. Public Transport 2017, 10, 107 -127.

AMA Style

Laura Eboli, Carmen Forciniti, Gabriella Mazzulla. Formative and reflective measurement models for analysing transit service quality. Public Transport. 2017; 10 (1):107-127.

Chicago/Turabian Style

Laura Eboli; Carmen Forciniti; Gabriella Mazzulla. 2017. "Formative and reflective measurement models for analysing transit service quality." Public Transport 10, no. 1: 107-127.

Journal article
Published: 19 April 2017 in Promet - Traffic&Transportation
Reads 0
Downloads 0

Speed has been identified for a long time as a key risk factor in road traffic: inappropriate speeds contribute to a relevant part of traffic accidents. Many literature studies have focused on the relationship between speed and accident risk. Starting from this consideration this paper investigates traffic accident risk by analysing the travelling speeds recorded by real tests on the road. A survey was conducted to collect experimental speed values in a real context. A specific road segment, belonging to an Italian rural two-lane road, was repeatedly run by 27 drivers in order to collect the instantaneous speed values for each trajectory. Smartphone-equipped vehicles were used to record continuous speed data. The recorded data were used to calculate: the average speed, 50th and 85th percentile speed for each geometric element of the analysed road segment. The main result of the research is the classification of car users’ driving behaviour based on the speed values. By using the above mentioned ranges of speed, the classification provides three types of driving behaviour: safe, unsafe, and safe but potentially dangerous. It was found that only four drivers feature “safe” behaviour, driving in a safe manner on most of the road elements. However, the major part of drivers, even if they feature safe behaviour, could be dangerous for other drivers because they drive at very low speeds.

ACS Style

Laura Eboli; Giuseppe Guido; Gabriella Mazzulla; Giuseppe Pungillo; Riccardo Pungillo. Investigating Car Users’ Driving Behaviour through Speed Analysis. Promet - Traffic&Transportation 2017, 29, 193 -202.

AMA Style

Laura Eboli, Giuseppe Guido, Gabriella Mazzulla, Giuseppe Pungillo, Riccardo Pungillo. Investigating Car Users’ Driving Behaviour through Speed Analysis. Promet - Traffic&Transportation. 2017; 29 (2):193-202.

Chicago/Turabian Style

Laura Eboli; Giuseppe Guido; Gabriella Mazzulla; Giuseppe Pungillo; Riccardo Pungillo. 2017. "Investigating Car Users’ Driving Behaviour through Speed Analysis." Promet - Traffic&Transportation 29, no. 2: 193-202.

Journal article
Published: 01 April 2017 in Travel Behaviour and Society
Reads 0
Downloads 0
ACS Style

Laura Eboli; Gabriella Mazzulla; Giuseppe Pungillo. The influence of physical and emotional factors on driving style of car drivers: A survey design. Travel Behaviour and Society 2017, 7, 43 -51.

AMA Style

Laura Eboli, Gabriella Mazzulla, Giuseppe Pungillo. The influence of physical and emotional factors on driving style of car drivers: A survey design. Travel Behaviour and Society. 2017; 7 ():43-51.

Chicago/Turabian Style

Laura Eboli; Gabriella Mazzulla; Giuseppe Pungillo. 2017. "The influence of physical and emotional factors on driving style of car drivers: A survey design." Travel Behaviour and Society 7, no. : 43-51.