Zhongshan Road, Guangzhou Brt System Customer Satisfaction Survey

Customer Satisfaction is a marketing idea from product orientation to customer orientation and change in depth and developed gradually, reflecting the customer's shopping experience and the difference between the level of expectations. Customer Satisfaction is a bond, to link businesses and customers, enterprises in order to demonstrate their social responsibility. As the current BRT system in Guangzhou is still at an experimental stage, the BRT system to conduct customer satisfaction research is the first time. BRT systems are currently operational management of the Guangzhou Bus Rapid Transit Company Ltd., through customer satisfaction surveys to scientific assessment and analysis of BRT systems quality of service, and puts forward further enhance the BRT system, programs and measures service level for the relevant Zheng Fu management and the company has important strategic significance and reference value.This thesis, Zhongshan Road, Guangzhou BRT pilot line system of passenger satisfaction for research purposes, in reference to a lot of literature about customer satisfaction measurement, based on analysis of the situation at home and abroad to Customer Satisfaction Measurement, Customer Satisfaction on the main Model evaluation and characteristics of the induction, and on this basis, select the ACSI model, Zhongshan Road, Guangzhou BRT system, the theoretical model of customer satisfaction surveys.To enable the orderly satisfaction survey work started, to ensure real and effective results in the understanding of human settlements along Zhongshan Avenue, on the basis of the economic environment, through operational management of the Bus Rapid Transit Co., the business research and clearly BRT system service processes and services content model for the construction of passenger satisfaction, provide a realistic basis. Adopted by the Institute to validate the initial model, modified, and finally get applied to the theoretical model in this study.Model constructed according to the index system for questionnaire design, pre-survey to obtain the final questionnaire.In a certain period and within a certain range of the questionnaire were randomly distributed, recovered to gain a real and effective survey data.After the survey and analyzed the data and draw relevant conclusions, Zhongshan Road, Guangzhou BRT on the status of a comprehensive understanding of customer satisfaction, its Fuwushuiping objective assessment for future BRT systems keep growing and Gongzhong travel services management provides an important reference.