MONITORING THE QUALITY OF SERVICE FROM THE PASSENGERS' PERSPECTIVE

Management's concern with customer satisfaction and the common methods of gauging patrons' assessment of service are discussed. A method of performing surveys of trains and stations based on sampling techniques is then described. Performed on a periodic basis, the studies have an audittype quality that helps alert management to potential problems and areas needing further investigation. The results of the studies are reviewed, and sample tables and graphs are presented. As a result of the data generated by the surveys, changes in train schedules were developed and further studies of the vehicle-cleaning process initiated. The increased reliability of the system is shown dramatically in a graph of published travel time variance.

• Record URL:
  • http://onlinepubs.trb.org/Onlinepubs/trr/1984/992/992-005.pdf
• Summary URL:
  • https://scholar.google.com/scholar_lookup?title=MONITORING+THE+QUALITY+OF+SERVICE+FROM+THE+PASSENGERS%27+PERSPECTIVE&author=M.+du+Plessis&publication_year=1984
• Availability:
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• Supplemental Notes:
  • Distribution, posting, or copying of this PDF is strictly prohibited without written permission of the Transportation Research Board of the National Academy of Sciences. Unless otherwise indicated, all materials in this PDF are copyrighted by the National Academy of Sciences. Copyright © National Academy of Sciences. All rights reserved. Publication of this paper sponsored by Committee on Rail Transit Systems.
• Authors:
  • du Plessis, Matthew K
• Publication Date: 1984

Media Info

• Media Type: Print
• Features: Figures;
• Pagination: pp 28-31
• Monograph Title: Transit research developments
• Serial:
  • Transportation Research Record
  • Issue Number: 992
  • Publisher: Transportation Research Board
  • ISSN: 0361-1981

Subject/Index Terms

• TRT Terms: Data collection; Management information systems; Performance evaluations; Quality of service; Rail transit stations; Rapid transit; Surveys; Traffic delays
• Identifier Terms: San Francisco Bay Area Rapid Transit District
• Uncontrolled Terms: Courtesy
• Old TRIS Terms: Rapid transit trains
• Subject Areas: Administration and Management; Economics; Highways; Public Transportation; Society; I10: Economics and Administration;

Filing Info

• Accession Number: 00451173
• Record Type: Publication
• ISBN: 0309038014
• Files: TRIS, TRB
• Created Date: Nov 30 1985 12:00AM