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MULTIVARIATE STATISTICAL APPROACHES FOR CUSTOMER SATISFACTION INTO THE TRANSPORTATION SECTOR
Gallo, Michele and Ciavolino, Enrico (2009) MULTIVARIATE STATISTICAL APPROACHES FOR CUSTOMER SATISFACTION INTO THE TRANSPORTATION SECTOR. Global & Local Economic Review, 13 (2). pp. 55-70. ISSN 1974-5125
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The aim of this paper is to study the effect of the dimensions of the transportation service on the Passenger Satisfaction (PS) taking into account the spatial effect due to the interaction across spatial units and spatial heterogeneity. The relationships between the service dimensions and PS are formalized by a Structural Equation Model (SEM) based on the Partial least Squares (PlS) estimation method which includes the spatial effects in the measurement model. Moreover, in order to get a ‘true’ measure of satisfaction, the rating scale model is proposed.
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