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SMU study shows falling customer satisfaction
with education, transport sectors
Posted: 25 August 2010 1455 hrs
An SMRT train leaves the Singapore Expo station
SINGAPORE : Customers have expressed their dissatisfaction with education and public transportation in Singapore in a study by the Singapore Management University (SMU).
SMU released findings of the Customer Satisfaction Index for the Transportation and Logistics and Education sectors on Wednesday.
The Education sector continued its downward slide in customer satisfaction, falling to an all time low of 65.5 points from 68.4 in 2009.
Currently-enrolled students, who formed all the respondents, gave lower ratings to all three drivers of satisfaction - expectations, perceived quality and perceived value.
The findings also showed that students are less willing to contribute time or money to their alma mater after graduation.
Similarly, both the Mass Rapid Transit System and public buses suffered lower satisfaction scores as compared to last year.
This indicates that locals believe they are receiving less benefits for the price they are paying in their commuting experiences.
The analysis also revealed that for the Mass Rapid Transit System, both local and tourist commuters said that satisfaction had continued to slip further from the imagined ideal for the past three consecutive years.
However, sterling performance by Changi Airport and Courier & Postal Services sub-sectors, helped the Transportation & Logistics sector to maintain its overall score at status quo.
It has held steady at a score of of 68.7 for three consecutive years.
The report also suggests that companies should place priority on proper follow-up strategies and procedures in response to complaints.
It said this has positive association with customer satisfaction. - CNA/ch
with education, transport sectors
Posted: 25 August 2010 1455 hrs
An SMRT train leaves the Singapore Expo station
SINGAPORE : Customers have expressed their dissatisfaction with education and public transportation in Singapore in a study by the Singapore Management University (SMU).
SMU released findings of the Customer Satisfaction Index for the Transportation and Logistics and Education sectors on Wednesday.
The Education sector continued its downward slide in customer satisfaction, falling to an all time low of 65.5 points from 68.4 in 2009.
Currently-enrolled students, who formed all the respondents, gave lower ratings to all three drivers of satisfaction - expectations, perceived quality and perceived value.
The findings also showed that students are less willing to contribute time or money to their alma mater after graduation.
Similarly, both the Mass Rapid Transit System and public buses suffered lower satisfaction scores as compared to last year.
This indicates that locals believe they are receiving less benefits for the price they are paying in their commuting experiences.
The analysis also revealed that for the Mass Rapid Transit System, both local and tourist commuters said that satisfaction had continued to slip further from the imagined ideal for the past three consecutive years.
However, sterling performance by Changi Airport and Courier & Postal Services sub-sectors, helped the Transportation & Logistics sector to maintain its overall score at status quo.
It has held steady at a score of of 68.7 for three consecutive years.
The report also suggests that companies should place priority on proper follow-up strategies and procedures in response to complaints.
It said this has positive association with customer satisfaction. - CNA/ch
