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Surveying Customer Perceptions of Road Infrastructure Comfort


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Authors

Blom, Carron M 

Abstract

Performance is a key tenet of infrastructure management. This paper looks at a measure of service level in infrastructure, namely, road smoothness. Conventionally, studies of this type have focused on the technical measures themselves. This paper presents the results of the first stage of a New Zealand-based case study that, by contrast, explored the engineering processes through the lens of the outcomes they sought to achieve; in this instance, customer comfort. The paper asserts that if performance is to be determined by outcomes, then a holistic approach is needed, including a revised definition of technical performance.

Description

Keywords

management, roads & highways, social impact

Journal Title

Infrastructure Asset Management

Conference Name

Journal ISSN

2053-0242
2053-0250

Volume Title

2

Publisher

Institute of Civil Engineers
Sponsorship
This research was funded by the NZTA.