By Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board
Read or Download A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report) PDF
Similar nonfiction_2 books
Jake Sullivan is a battle hero, a personal eye—and an ex-con. He’s unfastened simply because he has a paranormal expertise, with the ability to regulate the strength of gravity in himself and items in his neighborhood, and the Bureau of research calls on him after they want his assist in apprehending criminals with their very own magical abilities.
Glossy North American sturgeons and paddlefish are the results of a hundred million years of evolution. as soon as a vital part of aboriginal tradition, their numbers have been decimated by means of overfishing and habitat destruction prior to now centuries. This publication information the large technology aimed toward aiding those striking species get over the edge of extinction, and describes the historic, organic, and ecological value of North American sturgeon and paddlefish.
Atlas of Thyroid Lesions offers a wide evaluate of the diversity of lesions within the thyroid gland and their assorted features and contours, within the particular mixture of ultrasound, cytologic and histologic visual appeal. Nodules within the thyroid gland are very common. reports estimate that greater than 70% of the grownup inhabitants within the usa has thyroid lesions while tested by means of ultrasound.
- The Skeptical Sublime: Aesthetic Ideology in Pope and the Tory Satirists
- Pivot Patterns in the Former Prophets (JSOT Supplement Series)
- Winter's Edge (Dangerous Men, Book 7) (Harlequin Intrigue Series #329)
- Way Ahead 1 Flashcards Revised
Additional info for A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report)
The "target area" consists of the attributes that riders consider very important, but are rated low on satisfaction. The following attributes fell into the "target area" for the CTA Red Line: • Trains that are not overcrowded • Reliable trains that come on schedule • Explanations and announcements of delays • Frequent service so that wait times are short • Cleanliness of the train interior • Temperature on the train • Fairness/consistency of fare structure • Frequency of delays for repairs/emergencies • Cleanliness of stations • Physical condition of stations Measuring Customer Satisfaction and Service Quality 38 8D.
I. j. k. l. m. n. frequency of use (Q1) transit dependency status (Q2-Q3, Q133) tenure of transit use (Q4) trip purpose (Q5-6) transfer patterns (Q7-Q9) transit access mode (Q10-Q11) fare method (Q12) zip code (QB) length of residency (Q132) age (Q134) employment status (Q135) income (Q136-Q138) ethnic group (Q139) sex (Q140) Notes: * Importance measures are not necessary for factor analysis, multiple regression analysis, or impact scores and it is recommended, in the interest of brevity, that this series of questions be eliminated.
Red Line service customers are more concerned with such travel environment elements as: • • • • Cleanliness of the train interior Temperature on the train Absence of offensive odors Freedom from the nuisance behaviors of others The attributes above have slightly lower reported problem occurrence rates on the Blue Line, and also have less impact on Blue Line customers' overall satisfaction. 8F. 7, significant differences appear. Measuring Customer Satisfaction and Service Quality 41 Differences in Impact Score and Quadrant Analysis results are identified as follows: In Target Area by Impact Scores, but not by Quadrant Analysis Cost Efficiency, Value and Friendly Service — The quadrant analysis does not take into account this attribute's high impact on overall satisfaction; any significant rise in problem occurrence for this attribute could have a large impact on overall satisfaction.
A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report) by Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board