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3 Comments
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RES: Satisfaction Survey
2006-10-24 07:00:11 UTC
Hi Elizabeth,
Im just finishing a survey related with So Paulo city image as a business destination. The survey involves a multidimensional model that includes the main following structural relation QualitySatisfactionImageLoyalty. There are plenty of studies that are working with this kind of survey to enrich the understanding of what antecedent factors affect costumer satisfaction and loyalty. I believed that instead of working with a simple dimension to discover if my client is satisfied, I could use a performance paradigm to evaluate the service I provide and from that evaluation obtain my customer opinions related with her/his satisfaction. The approach you can use depends on what do you want to know. In addition to that one that I mention You can use a map of performace-importance, where you can identify what are the service characteristics that goes well, or not, and are important to your customer. You can review Richard Oliverss literature on Satisfaction and Loyalty and/or the American or European Satisfaction Barometers (indexes). I hope I helped with your doubts.
Truly yours,
Luis Alberto Noriega Vera, PhD,
Post-doctoral Researcher
University of So Paulo,
Brazil Business Administration School -
RES: Discrepancies between survey results and actual behaviour
2006-08-24 19:45:53 UTC
Tony,
I think it is difficult to supersede the well known gap between attitude and behavior. Behavioral models will give you light about your problem; however, they will not give you a rule of thumb. I think that a behavior change is a process that is composed by several procedures used on a time frame (short, medium and long). I suggest you to see the "planned behavior model" and the "reasoned action" one. Both contributions are important in terms of factor that affect intention to behave in a certain way and of economic-moral reasoning to adopt a new behavior.
Hope I helped you.
Luis Alberto Noriega, PhD
Post doctoral Researcher
University of So Paulo, Brazil. -
Re: transportation modal change behaviour experiences requested
2006-03-27 19:08:29 UTC
Dear JoAnn,
I finished my Transportation Engineering doctoral dissertation in 2004, here in So Paulo, Brazil. My main concern was with car users' travel behavior and the possibly opportunity to chance from individual transportation to mass transportation. I found some interesting findings related with the factors that mostly affect car user behavior. Most of them were economic reinforcements or penalties to force a chance. Information campaigns to promote consciousness with urban environment and the impact of their individual mobility decisions and actions didn't appeared on this open question related with factors that easy and/or limit the adoption of a new travel behavior. I worked with an adapted Planned Behavior Model trying to introduce economic, psychological and sociological variables. Hope I helped you. Unfortunately little has been made in terms of an effective transportation demand management policy here in So Paulo, but, hopefully, one day someone will make it.
Best Wishes,
Luis Alberto Noriega,
PhD Economist
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