The Influence Of Customer Satisfaction On Metro Trains

Great Essays
1. The research problem
(a) Background

Melbourne’s transportation structure, and more importantly the tram system plays a crucial role in the lives of many Melbournians providing them with a mode of transport, whether that be travelling to work, education or leisure activities. Obtaining a greater understanding of customer’s satisfaction towards Yarra Trams’ service will assist in determining the strengths of the service, but also areas for improvement. Google Trends data (Appendix A) reveals that there has been a decrease in interest the tram service. Therefore, this report will provide a framework for undertaking research to better understand customer satisfaction and in turn, where they can improve. (b) Statement of the Problem

MRP
…show more content…
a)1 or less days a month
b) 2 to 4 days a month
c) 1-3 days a week
d) 4-6 days a week
e) 7 days a week

(13) From your previous experiences with Metro Trains, overall how would you rate your previous experiences with the RELIABILITY of Metro Trains services. (1 being extremely unreliable and 5 being very reliable)

Extremely unreliable: 1--2--3--4--5--Extremely reliable

(14) From your previous experiences with Metro Trains, overall how would you rate your OVERALL SATISFACTION with Metro Trains services (1 being Not satisfied, 3 being neither satisfied nor dissatisfied and 5 being extremely satisfied)

Not Satisfied: 1--2--3--4--5-- Very Satisfied

Back to Yarra Trams, overall, how much do you agree with the following statements

(15) ‘I find Yarra Trams staff to be very friendly’. Do you agree or disagree?
a) Strong Agree
b) Agree
c) Neither agree or disagree
d) Disagree
e) Strongly Disagree

(16) ‘I feel safe while utilising Yarra Trams service’ Do you agree or disagree?
a) Strong Agree
b) Agree
c) Neither agree or disagree
d) Disagree
e) Strongly Disagree

(17) Have you had any of the following occur whilst using Yarra Trams services in the past 6 months? (Check all that

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