A New Customer Satisfaction Index for Evaluating Transit Service Quality

@inproceedings{Eboli2009ANC,
  title={A New Customer Satisfaction Index for Evaluating Transit Service Quality},
  author={Laura Eboli and Gabriella Mazzulla},
  year={2009}
}
In this paper, an index based on customer perspective is proposed for evaluating transit service quality. The index, named Heterogeneous Customer Satisfaction Index, is inspired by the traditional Customer Satisfaction Index, but takes into account the heterogeneity among the user judgments about the different service aspects. The index allows service quality to be monitored, the causes generating customer satisfaction/dissatisfaction to be identified, and the strategies for improving the… CONTINUE READING
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