The dynamic analysis of Customer Satisfaction is particularly useful for monitoring either customer satisfaction over time or customer behaviour reaction to company strategies, and therefore for measuring their effectiveness and efficiency. In the paper we address the following questions: does customer satisfaction change over time? What are the main factors affecting overall satisfaction? Do customer characteristics influence overall satisfaction? In investigating these hypotheses, we propose an Extended dynamic version of LISREL model, re-written in the Observed Form Solution. The model is estimated by 2SLS estimators on data drawn from the Tram Customer Satisfaction Surveys (Rimini) over the period 2000- 2006.
c. bernini, a. lubisco (2009). MODELLING DYNAMIC CUSTOMER SATISFACTION IN URBAN PUBLIC TRANSPORTATION. GLOBAL & LOCAL ECONOMIC REVIEW, 13, 87-107.
MODELLING DYNAMIC CUSTOMER SATISFACTION IN URBAN PUBLIC TRANSPORTATION
BERNINI, CRISTINA;LUBISCO, ALESSANDRO
2009
Abstract
The dynamic analysis of Customer Satisfaction is particularly useful for monitoring either customer satisfaction over time or customer behaviour reaction to company strategies, and therefore for measuring their effectiveness and efficiency. In the paper we address the following questions: does customer satisfaction change over time? What are the main factors affecting overall satisfaction? Do customer characteristics influence overall satisfaction? In investigating these hypotheses, we propose an Extended dynamic version of LISREL model, re-written in the Observed Form Solution. The model is estimated by 2SLS estimators on data drawn from the Tram Customer Satisfaction Surveys (Rimini) over the period 2000- 2006.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
