Title page for ETD etd-10242008-132745

Type of Document Dissertation
Author Burde, Adrian
Author's Email Address burde@vt.edu
URN etd-10242008-132745
Title A Study on Road Users' Overall Perceptions of Highway Maintenance Service Quality and the Variables that Define the Highway Maintenance Service Quality Domain
Degree PhD
Department Civil Engineering
Advisory Committee
Advisor Name Title
de la Garza, Jesus M. Committee Chair
Bonham, Thirwall W. Committee Member
Songer, Anthony D. Committee Member
Van Aken, Eileen M. Committee Member
Vorster, Michael C. Committee Member
  • Public Opinion
  • Service Delivery
  • Highway Maintenance
  • Service Quality
Date of Defense 2008-10-20
Availability unrestricted
The concept of involving the public in the development of transportation solutions was built in the Federal-Aid Highway Act of 1956, the legislation that authorized the construction of the Interstate Highway System. Better plans, transparent process, and public support are some of the benefits that road managers can obtain by educating and involving the general public. During the last two decades the volume of research performed related to the topic of customer-driven highway maintenance suggests an increasing level of interest in the field. Most research concentrates on gathering information from road users to assess the performance level of highways. However, public opinion can also be collected for measuring the quality of the service delivered by maintenance units. Assessing product and service delivery performance is important for determining the overall performance of highway maintenance programs. The present study examines the relationship between road users' overall perceptions of the quality of highway maintenance services and the variables that define the highway maintenance service quality domain. The results of the study indicate that two service dimensions, Safety and Reliability, explain about half of the variance in overall perceptions of highway maintenance service quality. The procedures developed for the study provide an initial step for further improvement of the highway maintenance service quality measurement.
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