The Resource A handbook for measuring customer satisfaction and service quality, Morpace International, Inc. in association with Cambridge Systematics, Inc

A handbook for measuring customer satisfaction and service quality, Morpace International, Inc. in association with Cambridge Systematics, Inc

Label
A handbook for measuring customer satisfaction and service quality
Title
A handbook for measuring customer satisfaction and service quality
Statement of responsibility
Morpace International, Inc. in association with Cambridge Systematics, Inc
Title variation
Transit Cooperative Research Program
Contributor
Subject
Language
eng
Member of
Cataloging source
DLC
Dewey number
388.4068
Illustrations
illustrations
Index
no index present
LC call number
HE4451
LC item number
.H325 1999
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorName
  • Morpace International
  • Cambridge Systematics
  • National Research Council (U.S.)
  • Transit Development Corporation
  • Transit Cooperative Research Program
Series statement
Report / Transit Cooperative Research Program,
Series volume
47
http://library.link/vocab/subjectName
  • Local transit
  • Transportation and state
  • level of service
Label
A handbook for measuring customer satisfaction and service quality, Morpace International, Inc. in association with Cambridge Systematics, Inc
Link
Instantiates
Publication
Note
  • "Transportation Research Board, National Research Council."
  • "Research sponsored by the Federal Transit Administration in cooperation with the Transit Development Corporation."
Bibliography note
Includes bibliographical references (p. A-87-A-90)
Contents
  • 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
  • Ch. 10. Converting service quality research findings into transit agency performance measures -- ch. 11. An overview of data collection and analysis methods
Dimensions
28 cm.
Extent
108 p.
Isbn
9780309063234
Lccn
99071030
Other physical details
ill.
System control number
  • (OCoLC)46471969
  • (OCoLC)ocm46471969
Label
A handbook for measuring customer satisfaction and service quality, Morpace International, Inc. in association with Cambridge Systematics, Inc
Link
Publication
Note
  • "Transportation Research Board, National Research Council."
  • "Research sponsored by the Federal Transit Administration in cooperation with the Transit Development Corporation."
Bibliography note
Includes bibliographical references (p. A-87-A-90)
Contents
  • 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
  • Ch. 10. Converting service quality research findings into transit agency performance measures -- ch. 11. An overview of data collection and analysis methods
Dimensions
28 cm.
Extent
108 p.
Isbn
9780309063234
Lccn
99071030
Other physical details
ill.
System control number
  • (OCoLC)46471969
  • (OCoLC)ocm46471969

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