Browsing by Subject "Customer satisfaction"
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Item Comparing importance-performance analysis and three-factor theory in assessing rider satisfaction with transit(Journal of Transport and Land Use, 2017) Cao, Jason; Cao, XiaoshuTransit ridership depends on its quality of service. Many studies have analyzed rider satisfaction surveys to explore important service attributes and/or identify improvement priorities. Importance-performance analysis (IPA) is capable of serving both purposes. However, it assumes that service attributes have a symmetric influence on rider satisfaction. To relax the assumption, this study applies three-factor theory to classify service attributes into basic, performance, and excitement factors. Using the 2013 data of bus, bus rapid transit (BRT), and metro transit riders from Guangzhou, China, it compares the results from two alternative IPA and two applications of the three-factor theory. Explicit IPA and implicit IPA classify service attributes somewhat differently but produce similar improvement priorities. For the three-factor theory, the importance grid yields more plausible results than regression with dummy variables. This study further concludes divergent improvement priorities for different services: comfort while waiting at station/stop and service reliability for bus; safety while waiting, safety while riding, and comfort while waiting for BRT; and spatial coverage for metro transit. If resources are abundant, transit agencies could also improve customer service for bus and comfort while riding for BRT.Item Development of Scaled Measures of User and Citizen Satisfaction with Mn/DOT Services(Minnesota Department of Transportation, 1996-02) Hansen, Robert A.This report investigates the application of customer satisfaction concepts and measures to Minnesota Department of Transportation (Mn/DOT) operations. It defines the terms customer and customer satisfaction, estimates the cost of collecting customer satisfaction information, discusses related research and management activities, and makes recommendations. Specific research findings include the following: * The measurement of customer satisfaction primarily occurs in the private sector. * The straightforward definitions of customer and customer satisfaction can be translated to fit public sector needs. * Specifying customers and measuring their satisfaction are deceptively difficult and require input from top management. * Developing and implementing a customer satisfaction measurement system takes time and requires a significant financial investment. * Initial customer satisfaction projects suffer from a higher than average failure rate, often caused by lack of planning before execution. * Segments of the public may view design and implementation of customer satisfaction measures as wasteful, especially if the project is not successful.Item Exploring correlates of passenger satisfaction and service improvement priorities of the Shanghai-Nanjing High Speed Rail(2018) Zhen, Feng; Cao, Jason; Tang, JiaAssessing passenger satisfaction is essential to enhancing loyalty and increasing ridership on high speed rail (HSR). Many studies explore passenger satisfaction with transit and conventional railway, but there are only a few that look at HSR. Although the HSR studies provide information on the relationship between service quality and passenger satisfaction, few identify the attributes that have the largest impact or improvement priorities for existing HSR. This study employs multivariate regression and importance-performance analysis to identify influential attributes and service improvement priorities for the Shanghai-Nanjing HSR. We found that the most important correlates of passenger satisfaction were staff attitudes, convenience of ticket purchase, and ease of the access trip. In general, passengers are satisfied with HSR services, especially with the attributes that are critical to overall HSR satisfaction. However, we found that improving toilet sanitation and seat comfort on the Shanghai-Nanjing HSR would increase passenger satisfaction.Item The gaps in satisfaction with transit services among BRT, metro, and bus riders: Evidence from Guangzhou(Journal of Transport and Land Use, 2016) Cao, Jason; Cao, Xiaoshu; Zhang, Chen; Huang, XiaoyanThis paper explores transit riders’ satisfaction with bus rapid transit (BRT) and compares BRT with conventional bus and metro services using revealed preference data from Guangzhou, China. A trivariate ordered probit model is developed to examine the effects of various service attributes on riders’ overall satisfactions with the three types of transit. We find that the top-three influential attributes for satisfaction with BRT are ease of use, safety while riding, and comfort while waiting. Moreover, transit riders are most satisfied with metro, followed by BRT and conventional bus. The top-five attributes that contribute to the difference in the overall satisfaction between BRT and metro are ease of use, comfort while riding, convenience of service, travel time, and comfort while waiting. Based on the findings, we propose specific strategies that can be used to enhance BRT quality of service.Item Visualizing Transportation Happiness in the Minneapolis-St. Paul Region(Center for Transportation Studies, University of Minnesota, 2020-03) Fan, Yingling; Ormsby, Travis; Wiringa, Peter; Liao, Chen-Fu; Wolfson, JulianThis report describes the data and methods used to generate the interactive Minneapolis-St. Paul Transportation Happiness Map at http://maps.umn.edu/transportation-happiness. The map illustrates spatiotemporal differences in travelers' happiness ratings on the streets and roads in the Minneapolis-St. Paul metropolitan region. Map users can interactively explore street and road segments that are associated with positive and/or negative emotional experiences based upon their interested travel modes and travel time periods. For policy makers who are interested in improving people's transportation happiness, the map provides important insights on road and street segments that are in need of closer investigations for future improvements.