Managing Public Transport Using Customer Satisfaction Data

Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management

The primary purpose of the survey was to ascertain how customers perceived National’s quality of service

Toronto Transit Commission(TTC) is the best transportation system in Canada(Klein, 2014). Many people has been using it; however, statistics about satisfaction of passengers are decreasing especially subway. According to article in the TTC(“Customers Satisfaction“ 2012), the percentages of dissatisfaction were increasing from 7% in April to 10% in December; it means that some people felt uncomfortable when they were taking TTC service owing to the fact that the service has been happening some problems. There are two serious problems which causes the decreasing of satisfaction are danger and delay.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

The key elements are important in our discussion of performance measurement in the public sector because without these key elements there will be no performance improvement nor customer satisfaction. Customer satisfaction is essential for the progress of any organization.

2. Literature Review 2.1 Previous Theory on Service Quality and Customers Satisfaction Parasuraman et al., (1985, 1988) proposed service quality model for the first time and they said service quality can be measure through functional quality dimension which has five components (tangibility, reliability, responsiveness, assurance, empathy). This model identifies the gaps of service quality of the service organization which describe five gaps during the service expectation till the actual service delivery. First gap is the service providers do not know what the expectations of the customers about the service. Second gap is the service provider does not recognize the standard of service that customer expect. Specifications of the service and delivery of service is the third gap. Forth gap is related with delivery of the service. Last and final gap is the customer’s expectation about the service and the perceived service. In latter part Haywood-Farmer (1988) mentioned that there are three important attributes in a service quality for instance (1) physical facilities and processes (2) people’s behavior (3) professional judgment. However, Brogowicz et al., (1990) developed a model for

A regular SERVQUAL questionnaire was used for the study. Christensen (2011) in his study has concluded that the SERVQUAL questionnaire determines the difference between what the customer expects and what service is provided in reality. This research focused primarily on what the customers perceived about the quality of services being provided rather than their expectations. There were 3 questions; the first one evaluated the perception of the respondent in terms of the 5 dimensions. A 5 point scale was used for evaluation with 1 being the ‘Low’ and 5 being ‘High’.

This project deals with the ‘service quality’ and ‘customer satisfaction’ of ONE BANK LTD. Data has been collected on the basis of the questionnaire and a survey was conducted. Then the results of this survey are analyzed to identify

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these

Delivering an excellent customer service that meets the customers need allows the customer to come back and repurchase the products. In determining the customer service quality, Parasuraman, Zeithaml, and Berry (1985) have comes out with ten components to evaluate customer service quality: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/knowing the customer and tangibles. Later these ten key categories were summaries to five dimensions of service quality which also known as SERVQUAL: reliability, responsiveness, assurance, empathy and tangibles. According to Kulasin (2005), the definition of each dimensions are as follow:

The research has shown us the general satisfaction levels of customers. It is important to know that only %35 of our customers have replied the survey. The most important segments are satisfaction levels of facilities and services, availability of staff and car parking facilities. Low levels of these segments could be caused by our new routes. The secondarily important segment is the customers’ satisfaction from the physical conditions of our trains and stations. These areas should be focussed in recent period. The research showed that the satisfaction level in peak times is slightly fewer than the off-peak times.

This report is the outcome of a research created with the purpose of determining what impacts on customers’ satisfaction and expectation of service, as well as to study the relationship between the service nature, service quality, service failure, service recovery strategies and service guarantee. Evidence of how effective the service quality measurement models, such as SERVQUAL and SERVPREF, is also shown. The focus of this research is to show the main components of services, how

Researcher’s trust that the service quality theory depends on the literature of client satisfaction and product quality. In other words, service quality can be defined as the customer’s overall journey of experience with the product, which can be measured by customer satisfaction while experiencing the service.