Electronic Theses and Dissertations

Identifier

6619

Date

2020

Date of Award

8-18-2020

Document Type

Thesis

Degree Name

Master of Science

Major

Civil Engineering

Concentration

Transportation Engineering

Committee Chair

Stephanie Ivey

Committee Member

Marian C Levy

Committee Member

Paul Palazolo

Committee Member

Brian Waldron

Abstract

In order to determine customer satisfaction among residents, the Tennessee Department of Transportation (TDOT) conducted three surveys over a ten-year period. The aims of this thesis reserach were to identify and visualize trends over time and to develop a framework to improve the practices utilized by TDOT in future feedback surveys to inform strategic planning. An analysis was performed to investigate the change in trends over time for four demographic categories--urban and rural, economic status, TDOT regions and TDOT super districts. Trends that satisfied practical and statistical significance were visualized in ArcGIS to better communicate results with residents and stakeholders. Representatives from Departments of Transportation accross the country were also interviewed to identify best practices for stakeholder engagement and to obtain information to inform future survey events. The results led to the recommendation of a semi-annual instrument that includes actionable items which track statistically valid changes over time.

Comments

Data is provided by the student.

Library Comment

dissertation or thesis originally submitted to the local University of Memphis Electronic Theses & dissertation (ETD) Repository.

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