Performance, importance and user disgruntlement: a six-step method for measuring satisfaction with travel modes. (2007)
Journal Article
Stradling, S. G., Anable, J., & Carreno, M. (2007). Performance, importance and user disgruntlement: a six-step method for measuring satisfaction with travel modes. Transportation Research Part A: Policy and Practice, 41, 98-106. doi:10.1016/j.tra.2006.05.013

The technique described in this paper builds on work in the customer service literature on the measurement of customer dissatisfaction to develop a new way of combining measures of performance (how well is this aspect of a service being delivered?) a... Read More about Performance, importance and user disgruntlement: a six-step method for measuring satisfaction with travel modes..