A Handbook for Measuring Customer Satisfaction and Service Quality
Document Type
Report
Publication Date
1999
Subject Area
planning - methods, planning - service quality
Keywords
Customer satisfaction, Customer service, Handbooks, Measuring methods, Performance, Quality of service, Transit operating agencies
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.
Rights
Permission to link to report given by TRB.
Recommended Citation
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.
