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| TRANSPORT FROM THE USER'S PERSPECTIVE | ||
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| Customer satisfaction surveys and other studies forming part of your quality >> system | Market segmentations: The differences between customers in the passenger transport market are more pronounced and significant than in other sectors; origin, destination and purpose of journey combine with socio-demographic factors to make each passenger unique. |
| Image studies: In an increasingly competitive market in which different forms of transport are now able to match each other in key aspects such as comfort and speed, studies on global brand value are taking on greater significance. | ||