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A HANDBOOK FOR MEASURING CUSTOMER SATISFACTION AND SERVICE QUALITY.
| 题名： | A HANDBOOK FOR MEASURING CUSTOMER SATISFACTION AND SERVICE QUALITY. |
| 关键词： | CUSTOMER-SATISFACTION; CUSTOMER-SERVICE; HANDBOOKS-; MEASURING-METHODS; PERFORMANCE-; QUALITY-OF-SERVICE; TRANSIT-OPERATING-AGENCIES |
| 摘要： | 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. |
| 总页数： | TCRP Report. 1999. (47) pp218 (Figs., Tabs., Refs., 7 App.) |
| 报告类型： | 科技报告 |
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