By Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board
ISBN-10: 030906323X
ISBN-13: 9780309063234
Read or Download A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report) PDF
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Additional info for A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report)
Sample text
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
by Kenneth
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