A Handbook for Measuring Customer Satisfaction and Service by Transit Cooperative Research Program, National Research

By Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board

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Extra resources for A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report)

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C. d. e. f. g. h. i. j. k. 7C. frequency of use transit dependency status trip purpose transfer patterns zip code age employment status income ethnic group sex overall satisfaction with service respondent's phone number Response Rates and Sampling Error Estimates Respondents are asked to provide their home or work telephone number so that the follow-up Benchmark Survey can be completed by phone at their convenience. To encourage the provision and legibility of valid telephone numbers, prizes of $100 each can be offered through a lottery of those who complete and return the on-board or at-station questionnaire — with a valid phone number.

Five dimensions were found which are labeled: "personal security", "trip performance", "communications", "customer/agency interaction", and "transfer service". The communality correlations for the attributes within each dimension are as shown for each attribute. 8 level that would be considered highly correlated. 8. The factor analysis for Blue Line service attributes is less differentiated than for the Red Line. Multicolinearity among attributes is extensive. The factor analysis obtained significant values for only two-thirds of the 30 attributes tested.

There are some exceptions to this, such as BART and other commuter rail lines, where time on the service is adequate to allow customers to fill out a questionnaire of modest length. However, as previously noted, since the gap scores (the measure of relationship between each attribute and overall satisfaction) do not change much over time, it is possible to limit customer satisfaction tracking surveys to a re-measure of overall satisfaction and the percent of customers experiencing a problem with each attribute — plus relevant transit use and demographic questions.

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