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Transit service quality analysis using cluster analysis and decision trees: a step forward to personalized marketing in public transportation

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Transit service quality analysis using cluster analysis and decision trees: a step forward to personalized marketing in public transportation

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dc.contributor.author De Oña, J. es_ES
dc.contributor.author De Oña, R. es_ES
dc.contributor.author López-Maldonado, Griselda es_ES
dc.date.accessioned 2019-05-13T20:27:28Z
dc.date.available 2019-05-13T20:27:28Z
dc.date.issued 2015 es_ES
dc.identifier.issn 0049-4488 es_ES
dc.identifier.uri http://hdl.handle.net/10251/120461
dc.description.abstract [EN] A transit service quality study based on cluster analysis was performed to extract detailed customer profiles sharing similar appraisals concerning the service. This approach made it possible to detect specific requirements and needs regarding the quality of service and to personalize the marketing strategy. Data from various customer satisfaction surveys conducted by the Transport Consortium of Granada (Spain) were analyzed to distinguish these groups; a decision tree methodology was used to identify the most important service quality attributes influencing passengers overall evaluations. Cluster analysis identified four groups of passengers. Comparisons using decision trees among the overall sample of all users and the different groups of passengers identified by cluster analysis led to the discovery of differences in the key attributes encompassed by perceived quality. es_ES
dc.description.sponsorship The authors also acknowledge the Granada Consorcio de Transportes for making the data set available for this study. Griselda Lopez wishes to express her acknowledgement to the regional ministry of Economy, Innovation and Science of the regional government of Andalusia (Spain) for their scholarship to train teachers and researchers in Deficit Areas. Rocio de Ona wishes to express her acknowledgement to the regional ministry of Economy, Innovation and Science of the regional government of Andalusia (Spain) for the Excellence Research Project denominated "Q-METROBUS-Quality of service indicator for METROpolitan public BUS transport services'', co-funded with Feder.
dc.language Inglés es_ES
dc.publisher Springer-Verlag es_ES
dc.relation.ispartof Transportation es_ES
dc.rights Reserva de todos los derechos es_ES
dc.subject Service quality es_ES
dc.subject Personalized marketing es_ES
dc.subject Cluster analysis es_ES
dc.subject Decision trees es_ES
dc.subject CART es_ES
dc.subject Bus transit es_ES
dc.subject.classification INGENIERIA E INFRAESTRUCTURA DE LOS TRANSPORTES es_ES
dc.title Transit service quality analysis using cluster analysis and decision trees: a step forward to personalized marketing in public transportation es_ES
dc.type Artículo es_ES
dc.identifier.doi 10.1007/s11116-015-9615-0 es_ES
dc.rights.accessRights Abierto es_ES
dc.contributor.affiliation Universitat Politècnica de València. Departamento de Ingeniería e Infraestructura de los Transportes - Departament d'Enginyeria i Infraestructura dels Transports es_ES
dc.description.bibliographicCitation De Oña, J.; De Oña, R.; López-Maldonado, G. (2015). Transit service quality analysis using cluster analysis and decision trees: a step forward to personalized marketing in public transportation. Transportation. 43(5):725-747. https://doi.org/10.1007/s11116-015-9615-0 es_ES
dc.description.accrualMethod S es_ES
dc.relation.publisherversion http://doi.org/10.1007/s11116-015-9615-0 es_ES
dc.description.upvformatpinicio 725 es_ES
dc.description.upvformatpfin 747 es_ES
dc.type.version info:eu-repo/semantics/publishedVersion es_ES
dc.description.volume 43 es_ES
dc.description.issue 5 es_ES
dc.relation.pasarela S\338725 es_ES
dc.contributor.funder Junta de Andalucía es_ES
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