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Why and How to Use Customer Opinions: A Quality-of-Life and Customer Satisfaction-Oriented Foundation for Performance-Based Decision-Making

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  • Jamie Montague Fischer
  • Mshadoni Smith
  • Adjo Amekudzi Kennedy

Abstract

The concepts of 'customer satisfaction' (CS) and 'quality of life' (QOL) have both been used, on a limited basis, in strategic planning and performance measurement at state departments of transportation. However, the meanings and usefulness of these concepts are still unclear or evolving to many practitioners. Based on a review of the literature and customer opinion data collected for various transportation studies in the USA and Europe, this paper offers two important contributions to the transportation literature. The paper clarifies the relationship between the CS and QOL concepts, placing CS in the broader context of customer opinions and subjective well-being. The paper then identifies six categories of survey tools for collecting customer opinions, describing how each can be used within a performance management framework to reveal the QOL impacts of transportation decisions. Agencies can use the definitions, conceptual relationships, performance measures, and decision-making processes discussed in this paper to refine their performance management programs, to better understand customer and public perceptions, and to make systematic progress toward their QOL oriented goals.

Suggested Citation

  • Jamie Montague Fischer & Mshadoni Smith & Adjo Amekudzi Kennedy, 2014. "Why and How to Use Customer Opinions: A Quality-of-Life and Customer Satisfaction-Oriented Foundation for Performance-Based Decision-Making," Transport Reviews, Taylor & Francis Journals, vol. 34(1), pages 86-101, January.
    • Handle: RePEc:taf:transr:v:34:y:2014:i:1:p:86-101
    DOI: 10.1080/01441647.2013.875078
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    Cited by:

    1. Maria Iannario & Anna Clara Monti, 2022. "Modelling consumer perceptions of service quality for urban public transport systems using statistical models for ordinal data," METRON, Springer;Sapienza Università di Roma, vol. 80(1), pages 61-76, April.
    2. Epstein, Bryan & Givoni, Moshe, 2016. "Analyzing the gap between the QOS demanded by PT users and QOS supplied by service operators," Transportation Research Part A: Policy and Practice, Elsevier, vol. 94(C), pages 622-637.

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