MONITORING THE QUALITY OF SERVICE FROM THE PASSENGERS' PERSPECTIVE.

被引：0

作者：

du Plessis, Matthew K. ^{[1
]}

机构：

[1] Bay Area Rapid Transit District,, Oakland, CA, USA, Bay Area Rapid Transit District, Oakland, CA, USA

来源：

Transportation Research Record | 1984年

关键词：

GRAPHIC METHODS - Applications - TRAFFIC SURVEYS - Monitoring;

D O I：

暂无

中图分类号：

学科分类号：

摘要：

Management's concern with customer satisfaction and the common methods of gaging patrons' assessment of service are discussed. A method of performing surveys of trains and stations based on sampling techniques is then described. Performed on a periodic basis, the studies have an audit-type quality that helps alert management to potential problems and areas needing further investigation. The results of the studies are reviewed, and sample tables and graphs are presented. As a result of the data generated by the surveys, changes in train schedules were developed and further studies of the vehicle-cleaning process initiated. The increased reliability of the system is shown dramatically in a graph of published travel time variance.

引用

页码：28 / 31