Developing a Service Improvement System for the National Dutch Railways

Customer satisfaction is essential for public and railway services, because firms in these industries have contracts with governments requiring them to achieve specific customer satisfaction targets. In this paper, we describe a National Dutch Railways project in which we identify the major determinants of customer satisfaction. By combining multiple data sources, we link operational and marketing data to customer satisfaction. Our models show that train punctuality and sufficient seating within a train are important factors in customer satisfaction, as are other service elements, such as the... Mehr ...