A Handbook for Measuring Customer Satisfaction and Service Quality
planning - methods, planning - service quality
Customer satisfaction, Customer service, Handbooks, Measuring methods, Performance, Quality of service, Transit operating agencies
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.
Permission to link to report given by TRB.
Transportation Research Board., & Morpace International, Incorporated. (1999). A Handbook for Measuring Customer Satisfaction and Service Quality. Transit Cooperative Research Program (TCRP) Report 47, published by Transportation Research Board, Washington.