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Master Thesis

Études de satisfaction clientèle dans les transports publics : réflexions, théories et pratiques

Abstract : Today, customer satisfaction has become a strategic issue for all businesses. In order to satisfy the customer, the first important thing to do is identify their expectations and needs. Satisfaction surveys constitute one of the most essential tools that can help to accomplish this task. Not only they measure the level of customer’s satisfaction about the products and services offered by the company, but they also allow identifying their needs so the company may better respond to them. To be effective, customer studies must meet a certain number of rules that continue to grow. So, given the large variety of issues that it takes into account, the marketing service of the RATP wished to realize a project about customer surveys methodology justification, which would be able to explain the advantages, disadvantages and uses for each type of methodology. This study will be leaning on a benchmark of practices in customer satisfaction in the field of public transport and in services more generally. It will be completed by concrete examples of implementation of this knowledge through the design and management of studies for the needs of the RATP.
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Submitted on : Friday, May 20, 2016 - 4:26:06 PM
Last modification on : Tuesday, November 19, 2019 - 2:01:50 AM


  • HAL Id : dumas-01319371, version 1


Khac Nam Pham. Études de satisfaction clientèle dans les transports publics : réflexions, théories et pratiques. Gestion et management. 2011. ⟨dumas-01319371⟩



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