Date of Award
Master of Science
Marian C Levy
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.
Oppong, David Kwadwo, "Analysis of Tennessees Statewide Residential Surveys: Past Trends and Future Directions" (2020). Electronic Theses and Dissertations. 2116.