In transportation systems, Customer Satisfaction analysis is an useful instrument to improve the quality of the services that companies offer to the pas- sengers. The judgments are expressed using an ordinal scale and it is interesting to study the relationship that can exists with an explicative variable. Taguchis statistic has long been known to be an appropriate measure of association for the depen- dence of ordinal variables. Therefore, when a two-way contingency table consists at least of an ordinal categorical variable, it is more appropriate to use Taguchis statistic in the correspondence analysis. The aim of this paper is to show how some factors can influence the evaluation of the quality perceived by the passengers of a transportation company in Campania region.
Cumulative correspondence analysis to evaluate the local public transport
D'ambra, Antonello;
2017
Abstract
In transportation systems, Customer Satisfaction analysis is an useful instrument to improve the quality of the services that companies offer to the pas- sengers. The judgments are expressed using an ordinal scale and it is interesting to study the relationship that can exists with an explicative variable. Taguchis statistic has long been known to be an appropriate measure of association for the depen- dence of ordinal variables. Therefore, when a two-way contingency table consists at least of an ordinal categorical variable, it is more appropriate to use Taguchis statistic in the correspondence analysis. The aim of this paper is to show how some factors can influence the evaluation of the quality perceived by the passengers of a transportation company in Campania region.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
