CUSTOMER ASSESSMENT OF TRANSPORTATION SERVICE QUALITY

As a result of the recently enacted Intermodal Surface Transportation Efficiency Act (ISTEA), there is an increasing need to incorporate opinions of all parties, both public and private, that may have an interest in transportation issues, into the transportation planning process. In the spirit of ISTEA, a state department of transportation, in cooperation with the project team from the graduate school of business at a major western university, conducted statewide telephone surveys with the general public and transportation officials, and measured their attitudes and opinions about various issues and aspects of the transportation system in the state. This article reports the findings of the surveys. The results identify the areas of transportation activities with which the public is currently satisfied or dissatisfied, and determine the relative importance and funding priorities of various transportation services.

  • Corporate Authors:

    Transportation Research Forum

    11250-8 Roger Bacon Drive, Suite 8
    Reston, VA  United States  20190
  • Authors:
    • Cunningham, L F
    • Lee, M
    • Young, C E
  • Conference:
  • Publication Date: 1997-10

Language

  • English

Media Info

  • Features: Tables;
  • Pagination: p. 422-444
  • Serial:
    • Volume: 1

Subject/Index Terms

Filing Info

  • Accession Number: 00766627
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Jul 28 1999 12:00AM