Performance, importance and user disgruntlement: a six-step method for measuring satisfaction with travel modes.
Citation
Stradling, S. G., Anable, J. & Carreno, M. (2007). Performance, importance and user disgruntlement: a six-step method for measuring satisfaction with travel modes. Transportation Research Part A: Policy and Practice. 41, 98-106. doi:10.1016/j.tra.2006.05.013. ISSN 0965-8564
Authors
Keywords
Customer dissatisfaction; Transport; Travel; Multi-mode; Performance measures; Service importance;
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