عنوان
پدید آورنده
موضوع
رده
HE4451 .H325 1999
HE4451
.
H325
1999
کتابخانه
محل استقرار
INTERNATIONAL STANDARD BOOK NUMBER
(Number (ISBN
030906323X
(Number (ISBN
9780309063234
NATIONAL BIBLIOGRAPHY NUMBER
Number
b797762
TITLE AND STATEMENT OF RESPONSIBILITY
Title Proper
A handbook for measuring customer satisfaction and service quality /
General Material Designation
[Book]
First Statement of Responsibility
Morpace International, Inc. in association with Cambridge Systematics, Inc.
.PUBLICATION, DISTRIBUTION, ETC
Place of Publication, Distribution, etc.
Washington, D.C. :
Name of Publisher, Distributor, etc.
National Academy Press,
Date of Publication, Distribution, etc.
1999.
PHYSICAL DESCRIPTION
Specific Material Designation and Extent of Item
108, A-90 pages :
Other Physical Details
illustrations ;
Dimensions
28 cm.
SERIES
Series Title
Report / Transit Cooperative Research Program,
Volume Designation
47
ISSN of Series
1073-4872 ;
GENERAL NOTES
Text of Note
"Research sponsored by the Federal Transit Administration in cooperation with the Transit Development Corporation."
Text of Note
"Transportation Research Board, National Research Council."
INTERNAL BIBLIOGRAPHIES/INDEXES NOTE
Text of Note
Includes bibliographical references (pages A-87-A-90).
CONTENTS NOTE
Text of Note
Ch. 1. Introduction -- ch. 2. Goals for transit industry service quality measurement -- ch. 3. Identifying determinants of service quality -- ch. 4. Quantitative analytical techniques -- ch. 5. Impact score technique : an explanation of the method -- ch. 6. Impact scores as tracking measures -- ch. 7. Quantitative research design -- ch. 8. An illustration of comparative quantitative results -- using alternative analytical techniques -- ch. 9. Agency review of customer satisfaction survey findings.
Text of Note
Ch. 10. Converting service quality research findings into transit agency performance measures -- ch. 11. An overview of data collection and analysis methods.
0
0
SUMMARY OR ABSTRACT
Text of Note
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.
PARALLEL TITLE PROPER
Parallel Title
Transit Cooperative Research Program
TOPICAL NAME USED AS SUBJECT
Local transit-- Ridership-- United States, Handbooks, manuals, etc.
Transportation and state-- United States, Handbooks, manuals, etc.
level of service.
Local transit-- Ridership.
Transportation and state.
GEOGRAPHICAL NAME USED AS SUBJECT
United States.
7
DEWEY DECIMAL CLASSIFICATION
Number
388
.
4068
Edition
21
LIBRARY OF CONGRESS CLASSIFICATION
Class number
HE4451
Class number
TA1001
.
5
Book number
.
H325
1999
Book number
.
N361
no
.
47
CORPORATE BODY NAME - ALTERNATIVE RESPONSIBILITY
Cambridge Systematics.
Morpace International.
National Research Council (U.S.)., Transportation Research Board.
Transit Cooperative Research Program.
Transit Development Corporation.
ORIGINATING SOURCE
Date of Transaction
20201207102625.0
ELECTRONIC LOCATION AND ACCESS
Electronic name
مطالعه متن کتاب [Book]
Y
