Making buses better in chicago: Strategic implementation of customer-derived performance measures from 1995 to 2001

Transportation Research Record

Volumn , Issue 1884, 2004, Pages 18-26

  Foote, Peter J ^a  

^a Chicago Transit Authority   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

AUTOMOBILES; CUSTOMER SATISFACTION; GARAGES (PARKING); INDUSTRIAL ECONOMICS; LARGE SCALE SYSTEMS; MANAGERS; MODAL ANALYSIS; PERFORMANCE; STRATEGIC PLANNING; SURVEYS; TELEPHONE; TRANSPORTATION CHARGES;

CHICAGO TRANSIT AUTHORITY (CTA); CHICAGO, US; NORTHWEST RESEARCH GROUP, INC. (CO); SERVICE QUALITY;

BUSES;

EID: 14344264583     PISSN: 03611981     EISSN: None     Source Type: Journal    
DOI: 10.3141/1884-03     Document Type: Conference Paper

References (11)

1. Foote, P. J. Making Bus Better in Chicago: Strategic Implementation of Customer-Derived Satisfaction Measures from 1995-2001: What Worked, What Didn't: Full Abstracts for the 9th TRB Conference on the Application of Transportation Planning Methods, (CD-ROM). TRB, National Research Council, Washington, D.C., 2003.
2. Christopher, M. K., D. G. Stuart, and P. J. Foote. Structuring and Assessing Transit Management Response to Customer Satisfaction Surveys. In Transportation Research Record: Journal of the Transportation Research Board, No. 1669, TRB, National Research Council, Washington, D.C., 1999, pp. 99-108.
3. Northwest Research Group, Inc. Customer Satisfaction Survey of CTA Riders. Technical Report MR00-01. Chicago Transit Authority, Chicago, Ill., Dec. 1999.
4. TCRP Report 47: A Handbook for Measuring Customer Satisfaction and Service Quality. TRB, National Research Council, Washington, D.C., 1999.
5. Foote, P. J., D. G. Stuart, R. Elmore-Yalch, and A. Ritchey. Improving the Customer Satisfaction and Loyalty of CTA Bus and Rail Customers from 1995-2001: Strategic Implementation of Customer-Derived Satisfaction-Based Performance Measures. Presented at 82nd Annual Meeting of the Transportation Research Board, Washington, D.C., 2003.
6. Foote, P. J., D. G. Stuart, R. Elmore-Yalch, and A. Ritchey. Continued Improvements in CTA Customer Satisfaction: 2001 Survey Results. Transport Chicago 2002. Conference CD-ROM. Metropolitan Conference on Public Transportation Research, Chicago, Ill., 2002.
7. Northwest Research Group. 2007 CTA Customer Satisfaction Survey. Technical Report MR02-05. Chicago Transit Authority, Chicago, Ill., April 2002.
8. Foote, P. J., D. G. Stuart, and R. Elmore-Yalch. Exploring Customer Loyalty as a Transit Performance Measure. In Transportation Research Record: Journal of the Transportation Research Board, No. 1753, TRB, National Research Council, Washington, D.C., 2001, pp. 93-101.
9. Northwest Research Group. 2000 CTA Traveler Behavior and Attitudes Survey. Technical Report MR01-09. Chicago Transit Authority, Chicago, Ill., July 2001.
10. TCRP Report 36: A Handbook: Using Market Segmentation to Increase Transit Ridership. TRB, National Research Council, Washington, D.C., 1998.
11. Weinstein, A. S. Customer Satisfaction Among Transit Riders: How Customers Rank the Relative Importance of Various Service Attributes? In Transportation Research Record: Journal of the Transportation Research Board, No. 1735, TRB, National Research Council, Washington, D.C., 2000, pp. 123-132.