The Chicago Transit Authority (CTA) conducted its third biennial random-digit-dial telephone survey of customer satisfaction in December 1999. Between 1997 and 1999, there was a significant increase in the number of riders with positive attitudes toward CTA, measured in a number of different ways. Moreover, this continued the upward trend noted between 1995 and 1997. Specific areas of improved customer satisfaction are reviewed, with an emphasis on a three-part index of customer loyalty. This loyalty index could be a useful summary measure of public transit’s ability to attract additional-choice riders. CTA was, in fact, able to do the latter, as a part of 1997 to 1999 ridership growth that paralleled customer satisfaction and loyalty increases. Investigation of the three basic dimensions of improved customer loyalty to CTA (overall satisfaction, likelihood of continued riding, likelihood of recommending to others) are described. Customer assessments of bus service performance, according to 44 specific aspects of service quality, and rail service performance, according to 52 specific aspects of service quality, are also summarized.


    Access

    Download

    Check availability in my library

    Order at Subito €


    Export, share and cite



    Title :

    Exploring Customer Loyalty as a Transit Performance Measure


    Additional title:

    Transportation Research Record


    Contributors:


    Publication date :

    2001-01-01




    Type of media :

    Article (Journal)


    Type of material :

    Electronic Resource


    Language :

    English



    Exploring Customer Loyalty as a Transit Performance Measure

    Foote, P. J. / Stuart, D. G. / Elmore-Yalch, R. et al. | British Library Conference Proceedings | 2001



    Customer Loyalty and Chicago, Illinois, Transit Authority Buses

    Figler, Scott A. / Sriraj, P. S. / Welch, Eric W. et al. | Transportation Research Record | 2011


    Customer Loyalty Differences between Captive and Choice Transit Riders

    Zhao, Jinhua / Webb, Valerie / Shah, Punit | Transportation Research Record | 2014