Why Quality and Satisfaction Do Not Always Go Together, And What Solutions Exist

Customer satisfaction is an increasingly important priority for transit operating authorities. The quality of services will be improved if companies start by analyzing needs and expectations. However, that may not be enough. Although it is thought that improving quality should increase satisfaction, satisfaction often remains average and even stagnates despite efforts to improve quality. To really enhance customer satisfaction, transit operators need to surprise passengers, deliver the unexpected and transcend the functional. To do this, it is essential to build a multi-dimensional approach investing in, and communicating on, service innovations that are not merely limited to the core activity. To bring about a lasting change in satisfaction, customers need to perceive an overall increase in quality rather than just positive action on a few points.

• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/1016796X
• Authors:
  • Vautier, Patrick
• Publication Date: 2009-3

Language

• English

Media Info

• Media Type: Print
• Pagination: pp 8-9
• Serial:
  • Public Transport International
  • Volume: 58
  • Issue Number: 2
  • Publisher: International Association of Public Transport (UITP)
  • ISSN: 1016-796X
  • Serial URL: http://www.uitp.org/publications/public-transport-magazine.cfm

Subject/Index Terms

• TRT Terms: Customer satisfaction; Customer service; Innovation; Public transit; Quality of service; Transit authorities
• Subject Areas: Administration and Management; Public Transportation; I10: Economics and Administration;

Filing Info

• Accession Number: 01130635
• Record Type: Publication
• Files: TRIS
• Created Date: Jun 22 2009 2:01PM