Objective quality and customer satisfaction. BEST CIG Berlin 2007-10-02. The CIG. Participants: Oslo Sporveier Helsinki City Transport Stockholm Transport SAMOT research center, Karlstad. Questions in the CIG. How is PT satisfaction related to actual PT quality?
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perception of journey
quality relative to
noise"A summary complex picture of public transport satisfaction
Traditional one-dimensional attributes
”Must be” (hygene factors)
LowThe Kano-model of quality attributes