A HANDBOOK FOR MEASURING CUSTOMER SATISFACTION AND SERVICE QUALITY

This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.

Language

  • English

Media Info

  • Features: Appendices; Figures; References; Tables;
  • Pagination: 218 p.
  • Serial:
    • TCRP Report
    • Issue Number: 47
    • Publisher: Transportation Research Board
    • ISSN: 1073-4872
  • Publication flags:

    Open Access (libre)

Subject/Index Terms

Filing Info

  • Accession Number: 00763247
  • Record Type: Publication
  • ISBN: 030906323X
  • Report/Paper Numbers: Project B-11 FY '95
  • Files: TRIS, TRB, ATRI
  • Created Date: May 20 1999 12:00AM