Development of a Customer Satisfaction and Service Quality Measurement Method and Tool for the Rhode Island Public Transit Authority

A rider survey for the Rhode Island Public Transit Authority (RIPTA) employed "impact analysis," piloted by MORPACE International, Inc., to identify, for potential enhancement, service attributes that are most closely linked to overall rider satisfaction. Improvement of such attributes is expected to result in the greatest impact on rider satisfaction. A second goal was to evaluate the method in terms of its internal consistency and usefulness as a tracking system. RIPTA riders were found to have very high levels of overall satisfaction, even when facing problems with the eighteen service attributes investigated in the study. Relatively minor differences were found across rider characteristics and nine different route groups. However, overall satisfaction and expressed likelihood of recommending the service to friends were found to be inversely related to the proportion of the eighteen attributes yielding problems for riders. Intentions for continued use showed considerably less association with overall satisfaction than did intentions to recommend. A possible explanation is that many (66%) of the riders appeared to have limited alternatives for their transportation needs. Impact analysis revealed that among the ten attributes that ranked highest, five involved service delivery issues. Three others were related to service comfort characteristics. Those experiencing problems with an attribute also tended to consider the problems to be more than minor issues. The impact analysis method appeared internally consistent and related in expected ways to output measures. Further work is needed to track results over time and to also examine the efficacy of incorporating the influence of the number of problems riders experience. A basic assumption of the model should also be investigated--that a component of the impact computations - gap scores, are structurally stable over time.


  • English

Media Info

  • Media Type: Digital/other
  • Edition: Final Report
  • Features: Appendices; Figures; References; Tables;
  • Pagination: 161p

Subject/Index Terms

Filing Info

  • Accession Number: 01002822
  • Record Type: Publication
  • Report/Paper Numbers: URITC FY01-04
  • Contract Numbers: URI 536154
  • Files: UTC, NTL, TRIS, USDOT
  • Created Date: Aug 4 2005 9:48AM