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Author: Morpace International
Publisher: Transportation Research Board
ISBN: 9780309063234
Category : Business & Economics
Languages : en
Pages : 222
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Book Description
This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
Author: Morpace International
Publisher: Transportation Research Board
ISBN: 9780309063234
Category : Business & Economics
Languages : en
Pages : 222
Get Book Here
Book Description
This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
Author: Nigel Hill
Publisher: Routledge
ISBN: 1351888552
Category : Business & Economics
Languages : en
Pages : 349
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Book Description
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
Author: Rajiv Grover
Publisher: SAGE
ISBN: 141290997X
Category : Business & Economics
Languages : en
Pages : 721
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Book Description
The Handbook of Marketing Research comprehensively explores the approaches for delivering market insights for fact-based decision making in a market-oriented firm.
Author: Ron S. Kenett
Publisher: John Wiley & Sons
ISBN: 0470971282
Category : Mathematics
Languages : en
Pages : 533
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Book Description
Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey. Key features: Provides an integrated, case-studies based approach to analysing customer survey data. Presents a general introduction to customer surveys, within an organization’s business cycle. Contains classical techniques with modern and non standard tools. Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments. Accompanied by a supporting website containing datasets and R scripts. Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields.
Author: Luigi Dell ́Olio
Publisher: Elsevier
ISBN: 0081022794
Category : Transportation
Languages : en
Pages : 244
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Book Description
Public Transportation Quality of Service: Factors, Models, and Applications is the first book to help researchers better understand the contributing factors that can improve public transportation perception among users. The book compiles in one place metrics currently dispersed in journal articles, government publications and book chapters. It critically analyzes currently available modeling methodologies such as the Ordered Logit/Probit model and Models of Structural Equations, highlighting their advantages and disadvantages. The book addresses models of desired quality, including the views of users and non-users, discussing the gap between desired and perceived quality. The book also examines data mining approaches such as decision trees and neural networks, showing how to involve the public in the decision-making process to create policies that encourage public transport demand. Measuring passenger's views on public transportation is of critical concern to promote wider transit use in cities around the world. - Includes insights from both theoretical and practical points of view for both researchers and practitioners - Features case studies in each chapter that apply models discussed - Helps readers develop and design their own studies for measuring quality of service - Shows how to include perceived quality in contracts - Provides access to the survey formulas and data to better enable implementation of models
Author: Constantinos Antoniou
Publisher: Elsevier
ISBN: 0128150181
Category : Business & Economics
Languages : en
Pages : 312
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Book Description
Demand for Emerging Transportation Systems: Modeling Adoption, Satisfaction, and Mobility Patterns comprehensively examines the concepts and factors affecting user quality-of-service satisfaction. The book provides an introduction to the latest trends in transportation, followed by a critical review of factors affecting traditional and emerging transportation system adoption rates and user retention. This collection includes a rigorous introduction to the tools necessary for analyzing these factors, as well as Big Data collection methodologies, such as smartphone and social media analysis. Researchers will be guided through the nuances of transport and mobility services adoption, closing with an outlook of, and recommendations for, future research on the topic. This resource will appeal to practitioners and graduate students.
Author: Paul Ryus
Publisher: Transportation Research Board
ISBN: 0309154820
Category : Business & Economics
Languages : en
Pages : 122
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Book Description
TRB's Transit Cooperative Research Program (TCRP) Report 141: A Methodology for Performance Measurement and Peer Comparison in the Public Transportation Industry explores the use of performance measurement and benchmarking as tools to help identify the strengths and weaknesses of a transit organization, set goals or performance targets, and identify best practices to improve performance.
Author: Peter Jones
Publisher: Routledge
ISBN: 1136399909
Category : Business & Economics
Languages : en
Pages : 464
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Book Description
Handbook of Hospitality Operations and IT provides an authoritative resource for critical reviews of research into both operations and IT management. Internationally renowned scholars provide in-depth essays and explanations of case studies, to illustrate how practices and concepts can be applied to the hospitality industry. The depth and coverage of each topic is unprecedented. A must-read for hospitality researchers and educators, students and industry practitioners.
Author: Nigel Hill
Publisher: The Leadership Factor
ISBN: 0955416116
Category : Consumer satisfaction
Languages : en
Pages : 322
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Book Description
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
Author: Akimasa Fujiwara
Publisher: Springer Science & Business Media
ISBN: 4431543791
Category : Science
Languages : en
Pages : 305
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Book Description
This book aims to provide a good understanding of and perspective on sustainable transport in Asia by focusing on economic, environmental, and social sustainability. It is widely acknowledged that the current situation and trends in transport are not always sustainable in Asia, due in part to the fast-growing economy and the astounding speed of urbanization as well as least-mature governance. As essential research material, the book provides strong support for policy makers and planners by comprehensively covering three groups of strategies, characterized by the words “avoid” (e.g., urban form design and control of car ownership), “shift” (e.g., establishing comprehensive transportation systems and increasing public transportation systems for both intracity and intercity travel), and “improve” (e.g., redesign of paratransit system, low-emission vehicles, intelligent transportation systems, and eco-life). These are elaborated in the book alongside consideration of the uncertainty of policy effects in the future. The book is also valuable for scholars and scientists because of the diverse methodologies presented and proposed herein. Among those are the four-step model with full feedback mechanisms, the bi-level programming model with sustainability goals, data envelopment analysis and stochastic frontier analysis approaches, structural equation models, discrete and/or continuous choice models, copula-based models, survival models, and driving risk models with short-term memory. Using data collected from more than ten Asian cities, including those in both developed and developing nations, the pathway to sustainable transport in Asia gradually becomes clear.
