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2016 | 57 | 368-380
Article title

Customer Service Management in a Local Transport Company

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The problem of customer service management in transport companies, due to diversity of operating entities, is a multidimensional concept. The activity of public transport companies is based on building relationships with passengers that constitute a particular case of customers. It is a really difficult task, especially due to acquiring information concerning the level of satisfaction with the provided services. In the paper, the author discusses the issue of customer service management in the municipal public transportation company. The issue distinguishing the analyzed entity is the fact that it is the only public transport company in the Silesian Voivodeship conducting its business activity in a rural area. There was carried out the survey aimed at the analysis of the level of customer/passenger satisfaction with the services provided by this company. There was also conducted the analysis of the sources of financing in order to determine the principles of public transport organization in the surveyed area.
Physical description
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