A handbook for measuring customer satisfaction and service quality
Title:
A handbook for measuring customer satisfaction and service quality
Author:
National Research Council (U.S.). Transportation Research Board.
ISBN:
9780309063234
Corporate Author:
Publication Information:
Washington, D.C. : National Academy Press, 1999.
Physical Description:
108 p. : ill. ; 28 cm.
Series:
Report / Transit Cooperative Research Program, 47
Report (Transit Cooperative Research Program) ; 47.
General Note:
"Transportation Research Board, National Research Council."
"Research sponsored by the Federal Transit Administration in cooperation with the Transit Development Corporation."
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.
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