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

Antonello D’Ambra (), Pietro Amenta () and Antonio Lucadamo ()
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Antonello D’Ambra: University of Campania “Luigi Vanvitelli”
Pietro Amenta: University of Sannio
Antonio Lucadamo: University of Sannio

Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, 2019, vol. 146, issue 1, No 22, 383-394

Abstract: Abstract 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 transport, by means of design of experiments. Each scenario is identified by some quality factors 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.

Keywords: Expected customer satisfaction; Public transport; Cumulative correspondence analysis; Likelihood ratio; Logistic regression (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (2)

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DOI: 10.1007/s11205-018-1935-y

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