Download A Handbook for Measuring Customer Satisfaction and Service by Transit Cooperative Research Program, National Research PDF

By Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board

ISBN-10: 030906323X

ISBN-13: 9780309063234

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CHAPTER 7. 7A. QUANTITATIVE RESEARCH DESIGN Overview There are two primary requisites of any market research process: 1. As we have discussed, the analytical plan must be sufficiently powerful to produce results that are both useful and statistically valid and, concomitantly, 2. Sampling plans and data collection procedures must assure the reliability of the input data. The 1996 two-part Travel Survey Manual prepared by Cambridge Systematics, Inc. S. S. Environmental Protection Agency is a primary source and reference document for research methods as they apply to transit customer surveys.

CHAPTER 7. 7A. QUANTITATIVE RESEARCH DESIGN Overview There are two primary requisites of any market research process: 1. As we have discussed, the analytical plan must be sufficiently powerful to produce results that are both useful and statistically valid and, concomitantly, 2. Sampling plans and data collection procedures must assure the reliability of the input data. The 1996 two-part Travel Survey Manual prepared by Cambridge Systematics, Inc. S. S. Environmental Protection Agency is a primary source and reference document for research methods as they apply to transit customer surveys.

10 for impact scores). It should also be noted that for the top attribute of concern, "trains that are not overcrowded", almost three-fourths (72%) of CTA customers report that they have had a problem with this within the last 30 days. Also, satisfaction with this attribute was the lowest for all attributes. However, perhaps due to the fact that such a high percentage of customers experience this problem, negative experience does not show a high impact on overall satisfaction, and the attribute ranks only in the median range for importance.

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