BibTex format
@article{Trompet:2013,
author = {Trompet, M and Parasram, R and Anderson, RJ},
title = {Benchmarking Disaggregate Customer Satisfaction Scores Between Bus Operators In Different Cities and Countries},
year = {2013}
}
Publications
Citation
RIS format (EndNote, RefMan)
TY - JOUR
AB - Directly comparing the satisfaction of customers of urban bus operators in different cities and countries is methodologically challenging due to the different surveys used, different sample frames, different response collection methods and the possibility of cultural bias. Nonetheless, due to the importance of customer satisfaction, the members of the International Bus Benchmarking Group started a research project in 2009 to overcome these challenges. The objective was for bus operators to understand the relative performance in meeting their customer’s expectations and to be able to target those areas in which they relatively underperform. Between 2009-2012, eight to ten participating organizations annually posted identical surveys on their website homepages in the same period. This paper describes the survey and data normalization methodology developed within the International Bus Benchmarking Group that provides managers of these organizations with a comparable view of their customer satisfaction. The described methodology has been successfully tested in the bus industry but can also be applied to other industries where there is a wish to benchmark customer satisfaction amongst other national and international peers.
AU - Trompet,M
AU - Parasram,R
AU - Anderson,RJ
PY - 2013///
TI - Benchmarking Disaggregate Customer Satisfaction Scores Between Bus Operators In Different Cities and Countries
ER -