Customer Loyalty and Chicago, Illinois, Transit Authority Buses Results from 2008 Customer Satisfaction Survey

Date

2011-01-01

Author

Figler, Scott A.
Sriraj, P. S.
Welch, Eric W.
Yavuz, Nilay

Metadata

Show full item record

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Item Usage Stats

155
views

0
downloads

Customer loyalty is commonly used across sectors to measure a provider's effectiveness in satisfying the needs of its market. According to the most recent Chicago, Illinois, Transit Authority (CTA) customer satisfaction survey of 2008, customer loyalty with the CTA bus had increased significantly over time. This paper looks at the key factors (service characteristics, trip attributes, and individual characteristics) associated with customer loyalty in 2008. The analysis used two methods: a quadrant analysis to highlight aspects of service in most need of improvement and a multivariate regression that attempted to explain the variance in the dependent variable bus loyalty. This variable was measured as an index of three one-to-five scale variables: how satisfied the customer was, how likely he or she was to continue riding CTA, and how likely he or she was to recommend the service to someone else. Findings provided evidence of specific ways in which the agency could increase bus loyalty in a targeted and informed manner.

URI

https://hdl.handle.net/11511/42075

Journal

TRANSPORTATION RESEARCH RECORD

DOI

https://doi.org/10.3141/2216-16

Collections

Department of Political Science and Public Administration, Article

Suggestions

OpenMETU
Core

Freight Time and Cost Optimization in Complex Logistics Networks Sert, Egemen; Hedayatifar, Leila; Rigg, Rachel A.; Akhavan, Amir; Buchel, Olha; Saadi, Dominic Elias; Kar, Aabir Abubaker; Morales, Alfredo J.; Bar-Yam, Yaneer (Hindawi Limited, 2020-2-29) The complexity of providing timely and cost-effective distribution of finished goods from industrial facilities to customers makes effective operational coordination difficult, yet effectiveness is crucial for maintaining customer service levels and sustaining a business. Logistics planning becomes increasingly complex with growing numbers of customers, varied geographical locations, the uncertainty of future orders, and sometimes extreme competitive pressure to reduce inventory costs. Linear optimization m...
An empirical comparison of customer behavior modeling approaches for shopping list prediction Peker, Serhat; Koçyiğit, Altan; Eren, Pekin Erhan (2018-06-28) Shopping list prediction is a crucial task for companies as it can enable to provide a specific customer a personalized list of products and improve customer satisfaction and loyalty as well. To predict customer behaviors, many studies in the literature have employed customer behavior modeling approaches which are individual-level and segment-based. However, previous efforts to predict customers' shopping lists have rarely employed these state-of-the-art approaches. In this manner, this paper introduces the...
Analysis of high failure rates of CRM projects in telecommunication sector and proposal for a road map elaboration Çağlayan, Ali Yüksel; Arifoğlu, Ali; Department of Information Systems (2015) Necessity of identifying customers, creating value for them, meeting their needs as soon as possible and creating a customer centric company culture created a new concept named CRM (Customers Relationship Management). CRM is a cultural aspect which aims to create customer centric structure and culture and also more value for customers. The failure rate of CRM projects is significantly high. The failure rate is higher for Telecommunication sector because of some sectoral specifications and difficulties. At t...
Soft Systems Methodology for design process improvement Bayraktaroğlu, Bengül; Özkan Yıldırım, Sevgi; Department of Information Systems (2018) Organizations from different business sectors, which are certified by some standardization organizations, are increasingly prioritizing the process improvement to raise their product's quality. The process improvement in these organizations has focused principally on the refinement of existing processes to improve. This thesis study describes the application of Soft Systems Methodology (SSM) for engineering design process improvement in an organization. In the concept of thesis study, it will lead to identi...
Using soft systems methodology approach to improve technical solution sub-process of engineering process in a SME:a case study Özkan Yıldırım, Sevgi (null; 2018-10-27) Small and Medium-sized Enterprises (SMEs) from different business sectors, that are certified by some standardization organizations, are increasingly prioritizing the process improvement to raise their product’s quality. This paper proposes a qualitative research that will consider the question ‘how are the means of optimizing change in SME’s engineering process certified by CMMI, identified and modeled consistently, using Soft Systems Methodology (SSM)?’. The author analyzed problematic cases related with ...

Citation Formats

S. A. Figler, P. S. Sriraj, E. W. Welch, and N. Yavuz, “Customer Loyalty and Chicago, Illinois, Transit Authority Buses Results from 2008 Customer Satisfaction Survey,” TRANSPORTATION RESEARCH RECORD, pp. 148–156, 2011, Accessed: 00, 2020. [Online]. Available: https://hdl.handle.net/11511/42075.