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

C. Bernini & A. Lubisco
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...