Measuring the Customer Satisfaction Degree for Freeway Traffic Management System

This paper presents a Freeway Customer Satisfaction Index (FCSI) estimate model to assess Freeway Traffic Management System (FTMS) service level, based on transportation information. The FCSI model is a causal relation model. It is composed of customer satisfaction, perception and anticipation quality, system image variables. Partial Least-Squares method is applied to estimate the coefficients of the model based on the sample data of ChangPing FTMS customer satisfaction degree from 100 questionnaires. It has been shown from the results: (1) Transportation information is an important factor that influences the level of FCSI greatly. The sum of the weights of two observational variables related to the factor is 0.7140. It indicates that the high quality of transportation information supplied by FTMS is obviously helpful to improve the customer satisfaction; (2)The perception quality affects much more than anticipation quality; (3)The correlation of each structural variable in the FCSI model is consistent with actual data. The model results provide an effective reference tool for the transportation departments to obtain the system operation quality and service levels.