Factores de calidad del servicio en el transporte público de pasajeros: estudio de caso de la ciudad de Toluca, México

This article identifies, ponders and evaluates the factors involved in the perception of service quality of public transport in an urban corridor characterised by a flat-rate with a delegated management and quality competition. With the help of a logit model with linear specification of the utility function, we estimate the coefficients for each service quality factor for different segments and strata of the population. The results of the econometric estimation determine the importance, weight and value of each factor in terms of utility. We conclude that the main factors that determine the service quality are: the physical state of the buses, the driving, the tariff (cost of travel), the time one is inside the bus (travel time) and the treatment towards the passenger.