Paratransit Customer Satisfaction With Real-Time Information: The Winston-Salem Trans-AID Case

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dc.contributor.advisor Dr. Billy M. Williams, Committee Member en_US
dc.contributor.advisor Dr. Joseph E. Hummer, Committee Member en_US
dc.contributor.advisor Dr. John R. Stone, Committee Chair en_US Woodlief, John Ashley en_US 2010-04-02T18:15:37Z 2010-04-02T18:15:37Z 2003-10-29 en_US
dc.identifier.other etd-10282003-154144 en_US
dc.description.abstract Improving transit service to attract new riders is a primary goal for transit agencies. And tracking the effects of new services on customer satisfaction helps transit managers determine if they are making cost-effective decisions. This research examines the effects of improved telephone communication on customer satisfaction with transit service. Customer satisfaction data were collected before and after Winston-Salem Transit Authority installed an interactive voice response automated telephone system. Using a touch-tone telephone, passengers call WSTA to check on their paratransit trip status, cancel trip reservations, ask questions regarding transit service and policies, and conduct other trip-related functions. The research methodology uses three complementary methods to collect and process customer satisfaction data before and after the telephone system is installed: stated preference surveys, revealed preference data, and derived importance. Survey results indicate that customers adapted to using the automatic telephone system as a useful and reliable alternative to speaking with a WSTA operator. Surveys show a general increase in customer satisfaction with transit information and services, and analysis reveals a significant improvement in customer satisfaction and reduced frequency of waiting on hold or having to call back after receiving a busy signal. Derived importance analysis indicates rising customer expectations for transit service, especially the ease of calling WSTA and the time to confirm, cancel or book a trip. Revealed preference data confirm the results of the user surveys and demonstrate a significant shift of passengers from speaking to operators directly to using the automated touch-tone telephone system. Overall, the automated telephone system appears to be a valuable asset to Winston-Salem Transit. en_US
dc.rights I hereby certify that, if appropriate, I have obtained and attached hereto a written permission statement from the owner(s) of each third party copyrighted matter to be included in my thesis, dissertation, or project report, allowing distribution as specified below. I certify that the version I submitted is the same as that approved by my advisory committee. I hereby grant to NC State University or its agents the non-exclusive license to archive and make accessible, under the conditions specified below, my thesis, dissertation, or project report in whole or in part in all forms of media, now or hereafter known. I retain all other ownership rights to the copyright of the thesis, dissertation or project report. I also retain the right to use in future works (such as articles or books) all or part of this thesis, dissertation, or project report. en_US
dc.subject transit customer satisfaction en_US
dc.subject ITS information en_US
dc.title Paratransit Customer Satisfaction With Real-Time Information: The Winston-Salem Trans-AID Case en_US MS en_US thesis en_US Civil Engineering en_US

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