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Constituent Service Quality Survey; Final rept. May 99-Feb 00
| 题名： | Constituent Service Quality Survey; Final rept. May 99-Feb 00 |
| 作者： | Rikoon, J. S.; Pigg, K. E.; Bentivegna, P. |
| 关键词： | Missouri; Transportation planning; Surveys; Program management; Project planning; Travel modes; Evaluation; Infrastructue; Public transportation; Traffic safety; Funds; Performance management; Questionnaire |
| 摘要： | In 1999, the University of Missouri-Columbia implemented the MoDOT Constituent Service Quality Survey (CSQS), collection responses from 1,581 Missourians randomly sampled by telephone in three geographic regions (St. Louis, Kansas City, and Remainder of the State). The survey was intended primarily to provide a discrepancy analysis of the fit between citizen levels of current satisfaction with aspects of MoDOT's work and the amount of attention they believe the department should place on these same aspects in the future. The CSQS thus establishes a baseline of information to support current MoDOT planning efforts and to gauge future performance improvements. The central finidngs of the research are as follows: (1) Missourians are generally satisfied with the performance of MoDOT and their transportation options, but generally want greater attention given to most areas of activity; (2) Areas identified as needing most improved performance are maintenance and preservation of bridges and existing roads, particularly pavement surfaces; use and distribution of funds; timeliness and speed of project planning; and, multi-modal options; (3) There are few differences between subgroups based on region, gender, or annual miles driven; middle-ages persons, as well as those with higher income and education, tended to express lower levels of satisfaction with MoDOT performance; and (4) Missourians depend primarily on mass media outlets for information about the department. The findings suggest the challenges faced by MoDOT are both ones of management, public participation and education and ones of technological and substantive performance. |
| 总页数： | 126p |
| 报告类型： | 科技报告 |
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