CSI Index Of Customer’s Satisfaction Applied In The Area Of Public Transport

Poliaková Adela ()
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Poliaková Adela: Ing. Adela Poliaková, PhD., Slovak University of Technology Bratislava, Faculty of Materials Science and Technology in Trnava, Institute of safety, environment and quality, Paulínska 16, 917 24 Trnava, Slovak Republic

Research Papers Faculty of Materials Science and Technology Slovak University of Technology, 2015, vol. 23, issue 36, 141-150

Abstract: In Western countries, the new visions are applied in quality control for an integrated public transport system. Public transport puts the customer at the centre of our decision making in achieving customer satisfaction with provided service. Sustainable surveys are kept among customers. A lot of companies are collecting huge databases containing over 30,000 voices of customers, which demonstrates the current satisfaction levels across the public transport service. Customer satisfaction with a provided service is a difficult task. In this service, the quality criteria are not clearly defined, and it is therefore difficult to define customer satisfaction. The paper introduces a possibility of CSI index application in conditions of the Slovak Republic transport area.

Keywords: quality; CSI; public transport; customer satisfaction; provided service; quality criteria; integrated public transport (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:repfms:v:23:y:2015:i:36:p:141-150:n:17

DOI: 10.1515/rput-2015-0017

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