| Document Type
|
:
|
BL
|
| Record Number
|
:
|
1043392
|
| Doc. No
|
:
|
b797762
|
| Title & Author
|
:
|
A handbook for measuring customer satisfaction and service quality /\ Morpace International, Inc. in association with Cambridge Systematics, Inc.
|
| Publication Statement
|
:
|
Washington, D.C. :: National Academy Press,, 1999.
|
| Series Statement
|
:
|
Report / Transit Cooperative Research Program,; 47
|
| Page. NO
|
:
|
108, A-90 pages :: illustrations ;; 28 cm.
|
| ISBN
|
:
|
030906323X
|
|
|
:
|
: 9780309063234
|
| Notes
|
:
|
"Research sponsored by the Federal Transit Administration in cooperation with the Transit Development Corporation."
|
|
|
:
|
"Transportation Research Board, National Research Council."
|
| Bibliographies/Indexes
|
:
|
Includes bibliographical references (pages A-87-A-90).
|
| Contents
|
:
|
Ch. 1. Introduction -- ch. 2. Goals for transit industry service quality measurement -- ch. 3. Identifying determinants of service quality -- ch. 4. Quantitative analytical techniques -- ch. 5. Impact score technique : an explanation of the method -- ch. 6. Impact scores as tracking measures -- ch. 7. Quantitative research design -- ch. 8. An illustration of comparative quantitative results -- using alternative analytical techniques -- ch. 9. Agency review of customer satisfaction survey findings.
|
|
|
:
|
Ch. 10. Converting service quality research findings into transit agency performance measures -- ch. 11. An overview of data collection and analysis methods.
|
| Abstract
|
:
|
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.
|
| Subject
|
:
|
Local transit-- Ridership-- United States, Handbooks, manuals, etc.
|
| Subject
|
:
|
Transportation and state-- United States, Handbooks, manuals, etc.
|
| Subject
|
:
|
level of service.
|
| Subject
|
:
|
Local transit-- Ridership.
|
| Subject
|
:
|
Transportation and state.
|
| Subject
|
:
|
United States.
|
| Dewey Classification
|
:
|
388.4068
|
| LC Classification
|
:
|
HE4451.H325 1999
|
|
|
:
|
TA1001.5.N361 no. 47
|
| Added Entry
|
:
|
Cambridge Systematics.
|
|
|
:
|
Morpace International.
|
|
|
:
|
National Research Council (U.S.)., Transportation Research Board.
|
|
|
:
|
Transit Cooperative Research Program.
|
|
|
:
|
Transit Development Corporation.
|
| Parallel Title
|
:
|
Transit Cooperative Research Program
|