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 2023Feb.3];19(3):163-6. Available from: https://traffic.fpz.hr/index.php/PROMTT/article/view/947
Section
Older issues