Citation: United States. Federal Transit Administration, Transit Development Corporation, Morpace International, Transit Cooperative Research Program, and Cambridge Systematics. A Handbook for Measuring Customer Satisfaction and Service Quality. Vol. 47. Transportation Research Board, 1999.
Link: http://onlinepubs.trb.org/onlinepubs/tcrp/tcrp_rpt_47-a.pdf
Report Abstract:
This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
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