A New Customer Satisfaction Index for Evaluating Transit Service Quality

This article describes a new customer satisfaction index that can be used to evaluate transit service quality. The index, named Heterogeneous Customer Satisfaction Index (HCSI), is inspired by the traditional Customer Satisfaction Index, but incorporates the heterogeneity among the user judgments about the different service aspects. The newer index includes features that can monitor service quality, identify causes of customer satisfaction or dissatisfaction, and capture ideas for improving service quality. The authors present a case study of the HCSI applied to a suburban bus service offering connections between an urban area and several small villages north and south of Cosenza, Italy. In this case study, the highest contributions to overall satisfaction were ease of purchasing the ticket, security against crimes occurring on the bus, reliability of the schedule, and appearance of the bus agency personnel. The authors conclude that the HCSI shows some advantages compared to the others adopted for measuring service quality, because it can be more easily applied by the transit operators.


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  • Accession Number: 01148140
  • Record Type: Publication
  • Files: TRIS, ATRI
  • Created Date: Dec 29 2009 10:10AM