Action indicators: measuring attitudes to service quality

Author(s)
Copley, G. Heijden, P. van der & Mapp, D.
Year
Abstract

The InterCity sector of British Rail uses a regular Quality Monitor to study passengers' satisfaction with services offered. This paper describes a method for identifying the quality factors important to passengers, to rank them in order of priority for improvement, and to establish which of the factors are currently least successfully achieved.

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Publication

Library number
B 30766 (In: B 30751 [electronic version only]) /72 / IRRD 835869
Source

In: Colloquium Vervoersplanologisch Speurwerk CVS 1990, p. 283-300, 5 ref.

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This publication is one of our other publications, and part of our extensive collection of road safety literature, that also includes the SWOV publications.