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By Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board

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Extra resources for A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report)

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14. 13, secure customers represent 21% of the market while vulnerable/at risk customers account for 35% of the combined CTA Rail market. Measuring Customer Satisfaction and Service Quality 54 "Cleanliness of the train interiors, seats, and windows" and "cleanliness of station stops" are significantly more important to secure customers, while "cost effectiveness, affordability, and value" is significantly less important. "Short wait time for transfers" is significantly more important to vulnerable/at risk customers.

D. e. f. g. h. i. j. k. l. m. n. frequency of use (Q1) transit dependency status (Q2-Q3, Q133) tenure of transit use (Q4) trip purpose (Q5-6) transfer patterns (Q7-Q9) transit access mode (Q10-Q11) fare method (Q12) zip code (QB) length of residency (Q132) age (Q134) employment status (Q135) income (Q136-Q138) ethnic group (Q139) sex (Q140) Notes: * Importance measures are not necessary for factor analysis, multiple regression analysis, or impact scores and it is recommended, in the interest of brevity, that this series of questions be eliminated.

Sun Tran gets high marks on: • • • • • 8M. 17, significant differences appear.

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