SD DOT Customer Study

Huberty, Timothy; Swenson, Michael

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SD DOT Customer Study

1997-06-30
By Huberty, Timothy ; Swenson, Michael

File Language:

English

Details

Creators:

Huberty, Timothy ; Swenson, Michael
Corporate Creators:

Satisfaction Management Systems, Inc.
Corporate Contributors:

South Dakota. Department of Transportation. Office of Research ; United States. Department of Transportation. Federal Highway Administration
Subject/TRT Terms:

Attitudes Case Studies Communication Data Collection Highway Design Highway Maintenance Highway Operations Maintenance Management Surveys Transportation Departments
Publication/ Report Number:

SD97-01F
Resource Type:

Tech Report
Geographical Coverage:

South Dakota ; United States
Edition:

Final Report Feb 1997 - June 1997
Corporate Publisher:

South Dakota. Department of Transportation. Office of Research
Abstract:

Following a series of qualitative interviews with SD DOT as well as consumers during the week of March 24, 1997, a telephone survey of 800 interviews was conducted between April 17 and May 8, 1997among two samples – 768 Citizens of SD and 32 current and former state legislators. Average interview length was 23 minutes and 14 seconds. When asked what the SD DOT does, the overwhelming majority of respondents noted that the SD DOT “Checks on/Maintains Roads/Bridges.” Many respondents also mentioned “Snow Removal/Winter Maintenance.” When asked to “grade” the SD DOT on the job it did, two out of three Citizen respondents gave the SD DOT a grade of “A” or “B” (Overall mean of 3.66 or “B-“); Legislators gave the SD DOT a solid “B” (overall mean of 4.19). Respondents were asked to weight six items by importance. The most important Primary Attribute was “Maintaining the Highway Surface,” which was weighted with over one-third of all points. In another weighting exercise, respondents weighted several secondary attributes describing “Maintaining the Highway Surface.” Here “Snow and ice removal” and “Keeping pavement smooth” received the heaviest weights.
Format:

PDF
Funding:

310524
Collection(s):

US Transportation Collection
Main Document Checksum:

urn:sha-512:473d09e6faa0014983e07c464c4cf19d59db128d6e610e28140f3d84b6a11417006538bd3c174461730f60f2f9f707ccde5cbac1c999bdae61b4d2df4a638b9e
Download URL:

https://rosap.ntl.bts.gov/view/dot/80103/dot_80103_DS1.pdf
File Type:

[PDF - 2.53 MB ]

File Language:

English

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