{"id":"https://openalex.org/W90479887","doi":null,"title":"Methodological triangulation in measuring public transportation service quality","display_name":"Methodological triangulation in measuring public transportation service quality","publication_year":2000,"publication_date":"2000-01-01","ids":{"openalex":"https://openalex.org/W90479887","mag":"90479887"},"language":"en","primary_location":{"id":"mag:90479887","doi":null,"is_oa":false,"landing_page_url":"https://trid.trb.org/view/676269","pdf_url":null,"source":{"id":"https://openalex.org/S121321708","display_name":"Transportation Journal","issn_l":"0041-1612","issn":["0041-1612","2157-328X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","dongbi-c","jufo-1","norway-1","poland-70","russia-white-list-3"],"host_organization":"https://openalex.org/P4310320470","host_organization_name":"Penn State University Press","host_organization_lineage":["https://openalex.org/P4310320470"],"host_organization_lineage_names":["Penn State University Press"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Transportation Journal","raw_type":null},"volume":null,"type":"article","indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5047671840","display_name":"Lawrence F. Cunningham","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Lawrence F. Cunningham","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5074389907","display_name":"Clifford E. Young","orcid":"https://orcid.org/0000-0002-8893-3694","observed_orcids":["https://orcid.org/0000-0002-8893-3694"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Clifford E. Young","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-8893-3694","affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5049624135","display_name":"Moonkyu Lee","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Moonkyu Lee","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":2940,"currency":"USD","value_usd":2940},"apc_paid":null,"fwci":8.0325,"has_fulltext":false,"cited_by_count":50,"citation_normalized_percentile":{"value":0.96085458,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"40","issue":"1","first_page":"35","last_page":"47"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10698","display_name":"Transportation Planning and Optimization","score":0.7157999873161316,"subfield":{"id":"https://openalex.org/subfields/3313","display_name":"Transportation"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10698","display_name":"Transportation Planning and Optimization","score":0.7157999873161316,"subfield":{"id":"https://openalex.org/subfields/3313","display_name":"Transportation"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.27810001373291016,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11539","display_name":"Survey Methodology and Nonresponse","score":0.0010999999940395355,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/public-transport","display_name":"public transport","score":0.8460000157356262},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8880000114440918},{"id":"https://openalex.org/keywords/methodological-triangulation","display_name":"methodological triangulation","score":0.843999981880188},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8529999852180481},{"id":"https://openalex.org/keywords/critical-incident-technique","display_name":"critical incident technique","score":0.8019999861717224},{"id":"https://openalex.org/keywords/focus-groups","display_name":"focus groups","score":0.6759999990463257},{"id":"https://openalex.org/keywords/survey-data","display_name":"survey data","score":0.4050000011920929},{"id":"https://openalex.org/keywords/services-marketing","display_name":"service marketing","score":0.460999995470047},{"id":"https://openalex.org/keywords/reliability-and-validity","display_name":"reliability and validity","score":0.6940000057220459}],"concepts":[{"id":"https://openalex.org/C135981907","wikidata":"https://www.wikidata.org/wiki/Q188056","display_name":"Triangulation","level":2,"score":0.8010560870170593},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6457175016403198},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5777357220649719},{"id":"https://openalex.org/C539828613","wikidata":"https://www.wikidata.org/wiki/Q178512","display_name":"Public transport","level":2,"score":0.577098548412323},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.576020359992981},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5565831661224365},{"id":"https://openalex.org/C56995899","wikidata":"https://www.wikidata.org/wiki/Q1126687","display_name":"Focus group","level":2,"score":0.4769510328769684},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.46802836656570435},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.45856180787086487},{"id":"https://openalex.org/C28719098","wikidata":"https://www.wikidata.org/wiki/Q44946","display_name":"Point (geometry)","level":2,"score":0.45800137519836426},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.40933817625045776},{"id":"https://openalex.org/C22212356","wikidata":"https://www.wikidata.org/wiki/Q775325","display_name":"Transport engineering","level":1,"score":0.4056018590927124},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.33393093943595886},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1562943160533905},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.11491924524307251},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.11217427253723145},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:90479887","doi":null,"is_oa":false,"landing_page_url":"https://trid.trb.org/view/676269","pdf_url":null,"source":{"id":"https://openalex.org/S121321708","display_name":"Transportation Journal","issn_l":"0041-1612","issn":["0041-1612","2157-328X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","dongbi-c","jufo-1","norway-1","poland-70","russia-white-list-3"],"host_organization":"https://openalex.org/P4310320470","host_organization_name":"Penn State University Press","host_organization_lineage":["https://openalex.org/P4310320470"],"host_organization_lineage_names":["Penn State University Press"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Transportation Journal","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.47999998927116394,"id":"https://metadata.un.org/sdg/11","display_name":"Sustainable cities and communities"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":33,"referenced_works":["https://openalex.org/W73752337","https://openalex.org/W131076449","https://openalex.org/W589424758","https://openalex.org/W595110327","https://openalex.org/W635025188","https://openalex.org/W989623502","https://openalex.org/W1625443249","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1752331103","https://openalex.org/W1965868677","https://openalex.org/W1989741922","https://openalex.org/W1995561053","https://openalex.org/W2024509488","https://openalex.org/W2026368098","https://openalex.org/W2028184439","https://openalex.org/W2028809046","https://openalex.org/W2029758834","https://openalex.org/W2037802710","https://openalex.org/W2043947871","https://openalex.org/W2056683859","https://openalex.org/W2056804452","https://openalex.org/W2062182591","https://openalex.org/W2077597346","https://openalex.org/W2086888884","https://openalex.org/W2111620383","https://openalex.org/W2154049231","https://openalex.org/W2316250154","https://openalex.org/W2341761143","https://openalex.org/W2910182004","https://openalex.org/W2948781352","https://openalex.org/W3011372146","https://openalex.org/W3203302789"],"related_works":["https://openalex.org/W572133354","https://openalex.org/W1490922313","https://openalex.org/W7217378126","https://openalex.org/W4394961454","https://openalex.org/W2953592015","https://openalex.org/W1994415176","https://openalex.org/W2018591888","https://openalex.org/W2898665857","https://openalex.org/W2759045766","https://openalex.org/W4205420052"],"abstract_inverted_index":{"To":[0],"develop":[1],"more":[2,54],"successful":[3],"marketing":[4],"and":[5,49,56,79,87,108,113,122,133,140],"management":[6],"strategies,":[7],"service":[8,25,70],"marketers":[9],"need":[10],"to":[11,31],"understand":[12],"how":[13,62],"consumers":[14],"evaluate":[15],"the":[16,44,76,94,101,110,125,128],"quality":[17,26],"of":[18,24,46,96,116,124,131,146],"their":[19],"services.":[20,119],"However,":[21],"customer":[22],"evaluations":[23],"are":[27,103,138],"an":[28],"elusive":[29],"concept":[30],"measure":[32],"with":[33,99],"a":[34,143],"single":[35],"method.":[36],"The":[37,91,120],"existing":[38],"literature":[39],"suggests":[40],"that":[41],"triangulation,":[42],"or":[43,106],"use":[45],"multiple":[47],"methodologies":[48,137],"data":[50],"sources,":[51],"would":[52],"produce":[53],"valid":[55],"reliable":[57],"data.":[58],"This":[59],"study":[60],"shows":[61],"triangulation":[63],"can":[64],"be":[65],"used":[66],"in":[67],"measuring":[68],"transportation":[69,80,97,118],"quality.":[71],"Data":[72],"was":[73],"collected":[74],"from":[75,127,134,142],"general":[77],"public":[78],"officials":[81],"through":[82],"surveys,":[83],"critical":[84],"incident":[85],"techniques,":[86],"focus":[88],"group":[89],"interviews.":[90],"results":[92,126],"identify":[93],"areas":[95],"activities":[98],"which":[100],"respondents":[102,132],"currently":[104],"satisfied":[105],"dissatisfied,":[107],"determine":[109],"relative":[111],"importance":[112],"funding":[114],"priorities":[115],"various":[117],"consistencies":[121],"inconsistencies":[123],"2":[129,135],"groups":[130],"different":[136],"examined":[139],"discussed":[141],"managerial":[144],"point":[145],"view.":[147]},"counts_by_year":[{"year":2024,"cited_by_count":4},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":3}],"updated_date":"2026-09-27T08:07:27.782135","created_date":"2016-06-24T00:00:00"}