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Motor Carrier Services Customer Satisfaction Assessment [2003]
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2003-11-30
[PDF-959.75 KB]
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Alternative Title:SD Motor Carrier Services Customer Satisfaction Assessment [Title from cover]
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Edition:Final Report July 2003 to November 2003
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Abstract:This report summarizes, by truck operator segment and South Dakota Highway Patrol (SDHP) Motor Carrier Services (MCS) enforcement zone, perceptions of MCS performance in enforcing federal and South Dakota trucking regulations. It also assesses service areas relating to information requests, trucking safety and MCS prevention activities. The study identifies key factors underlying formation of perceptions of MCS organization and its staff. Key user segments surveyed included agricultural truck operators, business truck operators and carriers operating registered commercial vehicles for hire. In addition, MCS staff perceptions are included. The study includes opinions of 456 truck operators residing within South Dakota. Equal representation is reflected in the operator segments and across enforcement zones. 60 MCS staff participated in the study. Key objectives that guided both the qualitative (one-on-one executive interview and focus group) and quantitative (telephone interview) components of this research were: to assess perceptions regarding the importance of motor carrier enforcement services and satisfaction with their delivery within the trucking industry and the SDHP MCS unit, to identify underlying causes or factors that shape these perceptions, and to recommend solutions that will enable the trucking industry and MCS to improve working relationships while maintaining highway safety. This research provides the framework for developing an action plan to strengthen the work relationships between the trucking industry and SDHP MCS.
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