A new extension of dynamic simplex model for the public transport customer satisfaction

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 the l...

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Bibliographic Details
Main Authors: Cristina Bernini, Alessandro Lubisco
Format: Article
Language:English
Published: University of Bologna 2013-05-01
Series:Statistica
Online Access:http://rivista-statistica.unibo.it/article/view/1234
Description
Summary: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 the level of customer satisfaction change over time? If yes, which factors might explain these differences? Does customer expectation influence the overall satisfaction over time? 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.
ISSN:0390-590X
1973-2201