The dynamic analysis of Customer Satisfaction is particularly useful for measuring effectiveness and efficiency of transport companies. In the paper we address the following questions: does the level of customer satisfaction change over time? If yes, which factors might explain these differences? Does customer age effects overall satisfaction? In order to answer to these questions, we propose a new extended dynamic version of LISREL model and we evaluate its performance on pseudo-panel data, built on the Customer Satisfaction of Tram Surveys conducted by the Faculty of Statistical Sciences for the Tram Agency of public transport in Rimini in the period 2000 to 2004.
The evaluation of age effects on the dynamics of public transport satisfaction / Bernini C.; Lubisco A.. - STAMPA. - 1:(2007), pp. 21-24. (Intervento presentato al convegno Valutazione e Customer Satisfaction per la qualità dei servizi tenutosi a Roma nel 12-13 aprile 2007).
The evaluation of age effects on the dynamics of public transport satisfaction
BERNINI, CRISTINA;LUBISCO, ALESSANDRO
2007
Abstract
The dynamic analysis of Customer Satisfaction is particularly useful for measuring effectiveness and efficiency of transport companies. In the paper we address the following questions: does the level of customer satisfaction change over time? If yes, which factors might explain these differences? Does customer age effects overall satisfaction? In order to answer to these questions, we propose a new extended dynamic version of LISREL model and we evaluate its performance on pseudo-panel data, built on the Customer Satisfaction of Tram Surveys conducted by the Faculty of Statistical Sciences for the Tram Agency of public transport in Rimini in the period 2000 to 2004.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
