Analyzing Customer Requirements to Select a Suitable Service Configuration Both for Users and for Company Provider

The analysis of Customer Satisfaction is an important tool in planning business activities. It allows firms to identify which features and attributes are important for their services or products. In this paper we define nine possible scenarios for a public train trans- port, by means of design of experiments. Each scenario is identified by some quality fac- tors with 3 possible levels. Our aim is to select the scenario that maximizes the satisfaction of potential users. To define the levels composing the best feasible scenario we propose to use Cumulative Correspondence Analysis (by Taguchi method) and the Likelihood Ratio in the logistic regression model. It is also suggested a suitable scenario both for users and company provider.