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Measuring Passenger Satisfaction: A Strategy Based on Rasch Analysis and the ANOM
Keywords
customer satisfaction, rating scale model, analysis of means, metro system
Abstract
Measuring passenger satisfaction presents several difficulties since customer satisfaction in the public transport sector is subject to different conditions which are different than those that affect other sectors. In this work, a strategy based on Rasch analysis and the Analysis of Means (ANOM) is proposed. This study is based on the idea that the Rasch rating scale model gives ‘sufficient statistic’ for an underlying unidimensional latent trait such as the satisfaction generated by local transport operators. Furthermore, the ability of passengers, measured by the rating scale model, is studied by means of ANOM decision charts to verify if there are different levels of satisfaction between the different groups of passengers.