Assessment of Customer Satisfaction in Public Transport Companies

  • Eva Birnerova
Keywords: quality criteria, transport service, market research of customer satisfaction, customer satisfaction index

Abstract

The paper deals with customer satisfaction with regards tomass urban traffic enterprises. The paper stresses the importanceand tasks of the research, preparatory stage of the researchis explained, special attention is devoted to the questionnaireconstruction. The paper describes realisation of the research,infom1ing about research methods, contact methods,respondents sample and research tools that were used. Researchresults are presented in tables providing inf01mation onconsumer priorities and enterprises peiformance evaluation.The CS! methodology and stipulation is also described here.

References

Birnerova, E.: Valuation of customer' satisfaction in the

enterprise of urban mass traffic. In: STUDIES of Faculty

of Operation and Economics of Transport and Communications

of University of Zilina. Zilina, 2003. pp. 9 I

ISBN 80-8070-158-X

Dado, J. - Mateides, A.: Customer's satisfaction and

methods of its measurement, the 2nd value - methods,

EPOS, Bratislava, 2000. 255 p., ISBN 80-8057-224-0

Kraf, P. - Kicova, E. - Majercak, P.: Monitoring of

customer's satisfaction in road transport and its key characteristics.

In: STUDIES of Faculty of Operation and

Economics of Transport and Communications of University

of Zilina. Zilina. 2003. pp. 95 I 98. ISBN 80-

-8070-15 8-X

How to Cite
1.
Birnerova E. Assessment of Customer Satisfaction in Public Transport Companies. Promet [Internet]. 1 [cited 2024Dec.21];19(3):163-6. Available from: http://traffic.fpz.hr/index.php/PROMTT/article/view/947
Issue
Vol 19 No 3 (2007)
Section
Older issues

Authors who publish with this journal agree to the following terms:

  • Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  • Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  • Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).