01025379

Component

The objective of this paper is to present the methodology, the results and the value of measuring customer satisfaction survey, as well as to provide useful insights into the factors that make up transit rider satisfaction. The paper provides a model aiming at calculating a customer satisfaction index using specific transit quality parameters. The methodology presented in this paper identifies the most important attributes of public transport service quality that can eventually lead to suggestions for appropriate measures. The paper also presents the design of the field surveys the analysis of the collected data, and the development of the model. The main outcomes of this work that was performed in the context of a PhD research study, are specific to the city of Thessaloniki in Greece where the surveys were taken place. However, the methodological approach and the model development approach are transferable to almost all urban areas with appropriate adaptations.

01020180

06-0405

English

12p

2006

Transportation Research Board 85th Annual Meeting

CD-ROM

Figures (4) ; References (9) ; Tables (6)

Customer satisfaction; Customer service; Methodology; Public transit; Quality of service; Surveys; Transit riders; Urban areas; Urban transit

Thessaloniki (Greece)

Passenger Transportation; Planning and Forecasting; Public Transportation

Transportation Research Board Annual Meeting 2006 Paper #06-0405

TRIS, TRB

Mar 3 2006 10:21AM