Customer Satisfaction Index for the Mass Transit Industry

摘要

This project developed and tested the application of a Customer SatisfactionIndex (CSI) process in five selected cities in the U.S. (Akron, Chicago, Minneapolis, Philadelphia, and Portland), and proposed guidelines for its nationwide adoption. The results indicate that customer satisfaction with mass transit is generally good with most respondents describing themselves as either very satisfied or somewhat satisfied. To improve transit's image and increase ridership, transit districts need to focus on improvement in driver courtesy, frequency of service, and safety and cleanliness of vehicles, train stations, and bus stops. Guidelines for the nationwide application of the CSI method by the transit agencies have been provided.