Study On The Influence Factors Of Customer Satisfaction With Urban Public Traffic

Along city development and the progress of urbanization is accelerating, the requirement of traffic is boosting. All of these effects are lead to the aggravation of the traffic congestion, traffic accidents, and the environment pollution.With economical development and living standard enhancement, the people request higher quality of service to the public traffic.Based on analysis of plenty of former theories about customer satisfaction, the article conceives a conceptual model of customer satisfaction from the point of view customers. In order to check up this model, the article designed the questionnaire targeting at the customers of public traffic gained the first-hand newest data from market research, so we could find some factors which have effect on customer satisfaction by analyzing these data.1. The author discusses concretely the background, foundation of theory and significance of the study, and then bounds the content of the study.2. Mainly studies plenty of former theories about customer satisfaction and production of customer satisfaction in the public traffic industry.3. It mainly designs the conceptual model based on reading correlative literatures and analyzing the character consumption of the public traffic customers.4. This chapter is mainly about the formal investigation demonstration researching. By studying the empirical case of customer satisfaction measurement form Chengdu townsman, the author constructs an index system of Customer Satisfaction Measurement for glass for public traffic. The author designs a questionnaire to investigate customers, and analyzes the results of the quality, effectiveness and relativity by using SPSS 12.0, and it testifies that the index system is reasonable and practical. On this basis, the article test the descriptive statistics of all the six main factors of our conceptual model, and then this article studied the importance of satisfaction factor, etc.Finally, according to the Index System of Customer Satisfaction Measurement and its applying method, which are two main conclusions of this paper, this paper pushes out the imagination of making further study into them.