A STUDY ON THE INFLUENCE OF BUS DRIVER'S HOSPITALITY ON CUSTOMER'S BUS-USING

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  • 路線バス運転手の接客内容がバス利用意識に与える影響に関する研究

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<p>In this research, we grasped the specific contents of the points with good feeling and the points that felt unpleasant about customer service of the route bus driver. It was revealed that while there were many drivers who provided good service, there were also drivers with bad attitudes. Among those who experienced bad service once, some wanted to reduce the use of buses. Even if many drivers continue to serve good customers, there may be a reduction in bus users due to bad service drivers. The comparison of customer service among cities shows that the frequency of service is better in the large cities, and the awareness of increased use when receiving good service is also high. On the other hand, the sense of diminishing use when receiving bad customer service was the same result in the large cities and the other cities.</p>

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