Handbook for Measuring Customer Satisfaction and Service Quality

摘要

This handbook focuses on how to measure customer satisfaction and how to develop211u001etransit agency performance measures. It will be of interest to transit managers, 211u001emarket research and customer service personnel, transit planners, and others who 211u001eneed to know about measuring customer satisfaction and about developing transit 211u001eagency performance measures. The handbook provides methods on how to identify, 211u001eimplement, and evaluate customer satisfaction and customer-defined quality 211u001eservice.