THE EVALUATION OF PASSENGER SATISFACTION IN THE LOCAL PUBLIC TRANSPORT: A STRATEGY FOR DATA ANALYSIS

Abstract

The diffusion of ISO 9001:2000 certification and adoption of mobility char- ter led the companies of Local Public Transport (LPT) to carry out surveys of Passenger Satisfaction (PS). However, often, the data analysis is limited to the application of descriptive and explorative statistical techniques. In this way, the collected data are used in an inefficient way and the information that is transferred to the company management is not sufficient to make decisions. A good analysis strategy requires the use of a combination of parametric and nonparametric techniques. In this paper we propose the combined appli- cation of Rasch Analysis and Simple Components analysis based on the RV coefficient (SCA-RV).