Download or read book Customer based Quality in Transportation written by and published by . This book was released on 1995 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer based Quality in Transportation written by Kathleen E. Stein and published by . This book was released on 1995 with total page 68 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer based Quality in Transportation written by and published by . This book was released on 1995 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Public Transportation Quality of Service written by Luigi Dell ́Olio and published by Elsevier. This book was released on 2017-10-11 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Download or read book A Handbook for Measuring Customer Satisfaction and Service Quality written by Morpace International and published by Transportation Research Board. This book was released on 1999 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book The Quality Journey written by Littleton C. MacDorman and published by Transportation Research Board. This book was released on 1995 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides an historical perspective of Total Quality Management (TQM), highlights important events in the private and public sectors, and delineates principles of TQM for the transit industry.
Download or read book The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company written by Dr. David Ackah and published by GRIN Verlag. This book was released on 2014-11-28 with total page 54 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: A, ( Atlantic International University ) (School of Business and Economics), course: Ph.D. Economics, language: English, abstract: In a highly competitive distribution sector, one way to gain competitive advantage is to ensure that the customers are satisfied. It is also a fact that having a good transport system is a great factor to ensure long term services and growth the company. The study is to find the role transportation play in achieving customer satisfaction in the private distribution sector a case study at Ricky Boakye Yiadom Company Limited. Eventually, the results are meant to improve the existing levels of customer satisfaction with the form of transportation. Specifically it seeks to uncover the factors accounting for the level of customer satisfaction in transportation of products. The study reviewed major theoretical area to develop a framework which suggests that customer satisfaction in Distribution Company would be a function of service quality and customer orientation of service employees. The data from the study constituted employees and customers of 35 people and was analyzed through a descriptive statistics. The study reveals that the mode of transportation does not always achieve smooth delivery and satisfaction desired but adds value to the mode of transport. It also shows that delivery times to customers are not always meet. Most customers also agree that increase in customer satisfaction also depends on transportation. Furthermore, it is recommended on the basis of the evidence that to understand customer satisfaction better, the company must survey customers about both perceived service quality and the perception about satisfaction.
Download or read book Specification of Customer Satisfaction in Public Transport Service Contracts written by Mathetha Thabo Mokonyama and published by . This book was released on 2015 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: The research was aimed at experimentally investigating the relationship between public transport service quality and customer satisfaction in order to inform the specification of customer satisfaction in the design of public transport service contracts. This is important for helping understand how public transport services, and associated contracts, can be systematically adapted to meet the ever-changing needs of customers, potentially leading to increased customer satisfaction or minimisation of dissatisfaction, especially where public transport is explicitly planned to serve as a travel demand management instrument. Furthermore, while the specification of service quality standards is a common practice in public transport contracts, the relationship between the specifications and customer satisfaction is often methodologically unclear. The concept of customer satisfaction both qualitatively and quantitatively, including associated analytical models, was reviewed, which in turn informed the design, execution and interpretation of the empirical component of the investigation. The empirical component of the research was limited to a strategically important market segment comprising commuters who have access to personal cars but choose or are willing to use public transport. Based on the results of the qualitative and quantitative surveys, the research brought to light an improved understanding of this market segment, and benchmarked these against literature findings. Many of the theories in service research were confirmed, key among them being the important role of negative critical incidents in forming decisions, and also the importance of regarding a service as a package of attributes and not individual attributes. In the particular case of public transport, the entire journey comprises a service, and not just the in-vehicle component. It was also evident that even within this niche market segment, there are diverse needs, requirements and expectations of a public transport service, sometimes expressed incoherently. The quantitative component of the research confirmed aspects of the qualitative study. Through a conjoint analysis modelling framework it was shown that, due to non-linear effect on customer satisfaction, not only attribute but attribute levels are critically important in customer service evaluations. In particular, the Kano model effects within customer satisfaction responses were confirmed. It was shown that once a service design has been decided upon, existing and prospective customers are able to consistently evaluate its performance. Existing customers tend to be more tolerant of less than ideal service delivery than prospective customers. Also, customers who have been using the service for a relatively limited period tend to have satisfaction thresholds higher than those who have been using the service for prolonged periods. A logit mode choice model that uses customer satisfaction as input was estimated and showed that retention of existing customers and attraction of new customers are strongly associated with satisfaction. The public transport subsidy implications of this behaviour within the South African context were shown, using subsidised bus services as a case study. Based on the findings of the research, practical recommendations relating to the incorporation of customer satisfaction, and the manner of doing so, in public transport contracts were made. Key among these are: (i) The need to create, for service evaluation reference purposes, an agreed to service definition formulated by a tripartite arrangement comprising prospective operators, contracting authorities and prospective customers; (ii) Making contract provisions in respect of budgeting for service quality functions such as marketing and monitoring that is explicitly linked to service context, and (iii) Calibrating service performance monitoring instruments on the basis of empirical relationship between customer satisfaction and retention or attraction probabilities. This research contributes to the state of knowledge in three ways: (i) It empirically informs the design of public transport contracts through linkage with the concept of travel demand management where the current approaches emphasise contractor-authority relationship; (ii) The study brings together various disciplines, particularly service research and transportation sciences, to illustrate how they can be fused for social welfare benefits even for conventionally inert documents such as contracts, and (iii) It provides methodological insights and a method, based on a conjoint experiment and Kano model theory, for the treatment of service attributes in public transport service design, through which it was shown that public transport service attributes can be functionally classified on the basis of customer needs. This might in turn be helpful in setting priorities for service improvements and appropriate benchmarks.
Download or read book Transit Capacity and Quality of Service Manual written by Transit Cooperative Research Program and published by Transportation Research Board. This book was released on 2003 with total page 29 pages. Available in PDF, EPUB and Kindle. Book excerpt: Accompanying CD-ROM contains full text of the manual, Microsoft Excel spreadsheets, and a library of related documents.
Download or read book Surviving Supply Chain Integration written by National Research Council and published by National Academies Press. This book was released on 2000-03-23 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: The managed flow of goods and information from raw material to final sale also known as a "supply chain" affects everythingâ€"from the U.S. gross domestic product to where you can buy your jeans. The nature of a company's supply chain has a significant effect on its success or failureâ€"as in the success of Dell Computer's make-to-order system and the failure of General Motor's vertical integration during the 1998 United Auto Workers strike. Supply Chain Integration looks at this crucial component of business at a time when product design, manufacture, and delivery are changing radically and globally. This book explores the benefits of continuously improving the relationship between the firm, its suppliers, and its customers to ensure the highest added value. This book identifies the state-of-the-art developments that contribute to the success of vertical tiers of suppliers and relates these developments to the capabilities that small and medium-sized manufacturers must have to be viable participants in this system. Strategies for attaining these capabilities through manufacturing extension centers and other technical assistance providers at the national, state, and local level are suggested. This book identifies action steps for small and medium-sized manufacturersâ€"the "seed corn" of business start-up and developmentâ€"to improve supply chain management. The book examines supply chain models from consultant firms, universities, manufacturers, and associations. Topics include the roles of suppliers and other supply chain participants, the rise of outsourcing, the importance of information management, the natural tension between buyer and seller, sources of assistance to small and medium-sized firms, and a host of other issues. Supply Chain Integration will be of interest to industry policymakers, economists, researchers, business leaders, and forward-thinking executives.
Download or read book Improving Customer Satisfaction in Transportation Decision Making written by Mshadoni Smith and published by . This book was released on 2010 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Transportation decision makers are tasked with doing more improvements with less funding, which requires effective tools to assess and predict the outcomes of their choices. The objectives of this research are to explore customer satisfaction in various contexts, assess its application in transportation contexts and develop quantitative, empirically-based tools that improve customer satisfaction in transportation decision making. This research conducted a survey of targeted customer satisfaction practitioners and their planning products and tested the implicit assumption. The findings are significant and contrary to current theory and practice. The results support the hypothesis that the impact of negative performance is different than the impact of positive performance on customer satisfaction in a transportation context. These findings suggest that the relationship is asymmetrical and nonlinear contrary to implicit assumptions of current decision support tools like the Importance-Performance Analysis (IPA) matrix. The results also identify that transportation agencies identify quality of life and customer satisfaction as an important goal and measure for their regions. These results suggest that customer satisfaction is a tool in decision making and there is an empirical methodology to accurately assess the relationship of performance to satisfaction that can impact resource decisions in transportation. The results also suggest that customer satisfaction can be used to address issues of social equity and the broader goals of transportation plans.
Download or read book Customer Satisfaction Towards Transportation Service Quality of Chaipattana Transportation Chiangmai Company Limited written by and published by . This book was released on 2010 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Loyalty in the Public Transportation Context written by Valerie Nichole Webb and published by . This book was released on 2010 with total page 182 pages. Available in PDF, EPUB and Kindle. Book excerpt: (cont.) The results for the general population showed that the average customer bases their decision to continue to use the service in the future fairly evenly on perceptions of service quality, service value, and customer satisfaction with the remaining two factors playing only indirect roles. The most important factor for a customer to recommend the service to others is their perceptions Qf service quality. The model results were then applied to key market segmentations (captive vs. choice riders, riders with low vs. high accessibility to transit, and bus riders vs. rail riders) using ANOVA, MIMIC, and multiple group analysis. It was found that captive riders are highly sensitive to problem experience; they report experiencing more problems and those problems more strongly influence the rest of the loyalty model. Riders with high accessibility generally rate all model factors higher than those with low accessibility and are, in turn, more loyal. Finally, bus riders' loyalty is more highly affected by their perceptions of service quality which could stem from the unpredictability of bus service resulting from exogenous factors. By developing a more thorough understanding of what keeps their customers coming back, public transportation agencies can more effectively use their limited resources by growing a base of loyal customers, and in turn, increasing their revenues.
Download or read book Meeting the Customer s Needs for Mobility and Safety During Construction and Maintenance Operations written by United States. Federal Highway Administration. Office of Program Quality Coordination and published by . This book was released on 1998 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Challenging in Delivering Quality Services Balancing Customer Expectations and Perceptions in Airline Industry written by Calvin Monroe and published by GRIN Verlag. This book was released on 2014-02-28 with total page 57 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bachelor Thesis from the year 2012 in the subject Business economics - Operations Research, grade: A, King`s College London, language: English, abstract: Norwegian airline operator has been offering airline services for quite a long time, frequently among the Scandinavian countries. However, the condition for service quality has been deteriorating for the last couple of decade. Despite the many researches done to dig out the factors that could be adjusted to favour service quality, not much has been seen to change. This study was aimed at conducting an exploratory survey in the grounds of the Norwegian company to find out the recommendations for the company’s quality service. We issued self-governed questionnaires to the customers at the waiting room, who were rather waiting for flight take off. A focus group discussion was also conducted by the group to engage the passengers in a dialogue that involved customer service quality expectations and perceptions. During the survey period which took six days, we interacted with the customers and show them the need for their genuine response towards the questions asked. A well elaborated questionnaire was distributed to the customers who answered them as they awaited the operator services. The customers answered the questions at their own pace, giving their opinions independently. The sampled population was made-up of 120 customers taking on flights among the Scandinavian countries at Oslo Airport. The answers were analysed and deductions made from the analysis. The services expected offered by the company were rated along with the customers’ expectations and that was what could only measure customer satisfaction for services offered by Norwegian airline service. SERVQUAL system was used to calculate the relationship between customer expectations and perceptions. Some mathematical implications of mean and standard deviations also added some weight on the relationship between the company’s present status and customer perception.
Download or read book Quality Improvement Resource Guide Engineering a Quality Future in Transportation written by Lowell B. Jackson and published by . This book was released on 1993 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: This guide was developed as part of the National Quality Initiative sponsored in part by FHWA Demonstration Project No. 89. The guide was prepared for transportation professionals who are interested in learning about a state-of-the-art management theory and practice called "Continuous Quality Improvement." It provides an overview of the concept and of the tools available, a synopsis of the rising emphasis on the subject of quality in the highway industry, and a reference of various organizations and documents concerned with quality management
Download or read book Quality of Service and Customer Satisfaction on Arterial Streets Final Report written by U. S. Department U.S. Department of Transportation and published by CreateSpace. This book was released on 2013-10-28 with total page 104 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report presents the results of a qualitative study of driver perception of quality of service (QOS) on urban arterial streets. The purpose of the study was to identify the factors that are important to drivers of personal automobiles (non-commercial) regarding the quality of their driving experience. The study used an in-vehicle, on-the-road methodology in which drivers drove their own vehicles and talked out loud about the driving experience. This method provided the opportunity for drivers to respond to events as they occurred during the drive and to express their reactions to actual roadway elements and circumstances. Participants also completed a written survey after the drive about the relative importance of roadway, operational, and environmental conditions on urban arterials.
