By Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board
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Extra resources for A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report)
Availability of Seats — The quadrant analysis does not take into account the high reported problem occurrence, while the attribute has a moderate impact on overall satisfaction. Ease of Paying Fare and Clear and Timely Announcements — The quadrant analysis does not take into account both the moderately high reported problem occurrence and moderate impact on overall satisfaction displayed by these two attributes. In Target Area by Quadrant Analysis, but not by Impact Scores Cleanliness of Stations — The quadrant analysis does not consider the modest problem occurrence reported and the attribute's modest impact on overall satisfaction.
By gender, 58% of secure customers are female as compared with 69% of vulnerable/at risk customers. Twenty-three percent of vulnerable/at risk customers are either somewhat or very dissatisfied with CTA service; 24% say they probably or definitely will not continue to use public transit in the future if another means of transportation becomes available to them. Nineteen percent say they would probably or definitely not recommend use of CTA to a family member, friend, or co-worker. Also important to market segmentation analysis is the ability to look at the ordering of service attributes by different segments of the market since we know not all customers are affected the same by all service quality elements.
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.
A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report) by Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board