Improving service quality in public transportation systems using automated customer feedback

When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates

Jagdip Singh, Robert E. Wilkes · Journal of the Academy of Marketing Science · 1996 · 426 citations

Customer Satisfaction, Customer Review, Behavioral Decision Making +13

Perceived Satisfaction with Public Transport Service in Nine European Cities

Markus Fellesson, Margareta Friman · Journal of the Transportation Research Forum · 2012 · 232 citations · Full text

Public Transport, Customer Satisfaction, Transport Efficiency +14

An investigation of the relationship between public transport performance and destination satisfaction

Karen Thompson, Peter Schofield · Journal of Transport Geography · 2007 · 218 citations · Full text

Public Transport, Customer Satisfaction, Transport Efficiency +8

Analyzing Multimodal Public Transport Journeys in London with Smart Card Fare Payment Data

Catherine Seaborn, John Attanucci, Nigel H. M. Wilson · Transportation Research Record Journal of the Transportation Research Board · 2009 · 172 citations

Complete Journey Data, Transport Network Analysis, Engineering +22

A survey of customer satisfaction barometers: Some results from the transportation-communications sector

Evangelos Grigoroudis, Yannis Siskos · European Journal of Operational Research · 2003 · 155 citations

Total Quality Management, Customer Satisfaction, Customer Experience +9