By Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board
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Additional info for A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report)
Experiencing problems with this attribute has a significant impact on overall satisfaction with service; a rise in the percent of customers reporting a problem with cost or value could significantly lower overall customer satisfaction levels. Almost half of CTA customers report experiencing a problem with four travel environment issues: • • • • Cleanliness of the train interior Temperature on the train Smoothness of the ride and stops Absence of offensive odors Measuring Customer Satisfaction and Service Quality 48 The first two have significant effects on overall customer satisfaction with service; the latter two, smoothness of the ride and stops and absence of offensive odors, have an impact on overall satisfaction that is just below the median for all attributes.
For quadrant analysis, importance measures can be derived. An index of importance can be derived by correlating each of the attributes with overall satisfaction. The median of the correlation coefficients can be determined, and each of the correlations can be expressed as a percentage of this median value. ** A split sample can be used to test some attributes for importance, satisfaction, and problem occurrence. The purpose of the split sample is to shorten the length of the survey. For example, at each of the TCRP B-11 sites, all respondents were asked to rate the same 30 attributes, then one-third of respondents were asked to complete ratings for an additional 6 attributes, while another one-third were asked to rate a different 6 attributes, and the last one-third of respondents were asked to rate the final 6 attributes.
For Ford Motor Company and Aetna Health Plans during the 1990s. Measuring Customer Satisfaction and Service Quality 25 This page left intentionally blank. CHAPTER 6. IMPACT SCORES AS TRACKING MEASURES As previously indicated, gap scores will not change significantly over time. It is problem occurrence rates that can fluctuate and which can be reduced by transit agency actions. Future increases or decreases in problem occurrence rates can be measured and validated with a t-test or chi-square test.
A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report) by Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board