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CHANGES OF RELATIONSHIP BETWEEN OVERALL AND SECTORAL SATISFACTION USING LONG-TERM CUSTOMER SATISFACTION SURVEY
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- KAGEYAMA Tomohiro
- 東京理科大学大学院 理工学研究科土木工学専攻
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- TERABE Shintaro
- 東京理科大学 理工学部土木工学科
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- YAGINUMA Hideki
- 東京理科大学 理工学部土木工学科
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- KANG Nan
- 東京理科大学 理工学部土木工学科
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- TANAKA Kosuke
- 東京理科大学 理工学部土木工学科
Bibliographic Information
- Other Title
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- 高速道路の長期顧客満足度調査を用いた総合満足度に分野別満足度が与える影響の経年変化
Description
Since privatized from Japan Highway Public Corporation in 2005, three Nippon Expressway Companies (NEXCOs) have surveyed the customer satisfaction for more than ten years. The score of satisfaction is one of the key performance indicators which explain the difference between customers' expectation and experience. The average overall and sectoral satisfaction level, and the yearly rate of increase/ decrease were combined. Considering the data and the events occurring during various years, we evaluated the reasons for changes in customer satisfaction with the expressway network in Japan.
Journal
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- Journal of Japan Society of Civil Engineers, Ser. D3 (Infrastructure Planning and Management)
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Journal of Japan Society of Civil Engineers, Ser. D3 (Infrastructure Planning and Management) 74 (5), I_173-I_180, 2018
Japan Society of Civil Engineers
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Keywords
Details 詳細情報について
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- CRID
- 1390282763084710016
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- NII Article ID
- 130007556199
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- ISSN
- 21856540
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- Text Lang
- ja
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- Data Source
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- JaLC
- Crossref
- CiNii Articles
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- Abstract License Flag
- Disallowed