Causes of customer dissatisfaction ‐ studies of public transport by the critical‐incident method

Abstract

Looks at customer dissatisfaction by focusing on the events which provide the source of the dissatisfaction and complaints. Uses data from research into public transport. Includes analysis of written complaints and information from interviews with customers. Concludes that quality shortcomings are in most cases recurrent. Suggests that the company featured in the study should focus on aspects related to the drivers, punctuality and use of information coming from customers in the form of complaints.

Citation

Edvardsson, B. (1998), "Causes of customer dissatisfaction ‐ studies of public transport by the critical‐incident method", Managing Service Quality: An International Journal, Vol. 8 No. 3, pp. 189-197. https://doi.org/10.1108/09604529810215675