Exploring customer loyalty as a transit performance measure

Transportation Research Record

Volumn , Issue 1753, 2001, Pages 93-101

  Foote, Peter J ^a   Stuart, Darwin G ^a   Elmore Yalch, Rebecca ^a  

^a Chicago Transit Authority   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

CUSTOMER SATISFACTION; PUBLIC POLICY; SERVICE LIFE; SOCIETIES AND INSTITUTIONS; SURVEYS;

CUSTOMER ASSESSMENTS; CUSTOMER LOYALTY; RAIL SERVICE PERFORMANCE; SERVICE QUALITY; TRANSIT PERFORMANCE MEASURE;

BUS TRANSPORTATION;

EID: 0035574850     PISSN: 03611981     EISSN: None     Source Type: Journal    
DOI: 10.3141/1753-12     Document Type: Article

References (16)

1. Structuring and assessing transit management response to customer satisfaction surveys
2. Customer satisfaction among transit riders: How customers rank the relative importance of various service attributes
3. How to create a customer loyalty survey
4. The marketing aspects of service quality
5. Conceptual model of service quality
6. The American customer satisfaction index: Nature, purpose, and findings
7. Alternative indexes for monitoring customer perceptions of service quality: A comparative evaluation in a retail context
8. Analyzing the commitment-loyalty link in service contexts
9. A handbook for measuring customer satisfaction and service quality
10. Customer satisfaction indexing
11. Customer satisfaction: The next frontier
12. Diagnosing customer loyalty drivers
13. Better loyalty measurement leads to business solutions
14. New insights into switching behavior