A Handbook for measuring customer satisfaction and loyalty/ 
Nigel Hill and Jim Alexander. 
 - New Dehli :  Amaya Gower,  2003. 
 - xiv, 290 p. :  ill. ;  28 cm. 
<br/><br/>Includes bibliographical references. 
<br/><br/><label>ISBN: </label>8179290514 (hbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Local transit--Management.--United States<br/>Local transit--Public opinion.--United States<br/>Local transit--Evaluation.--United States