Massima Entropia generalizzata e Simple Component Analysis per l'analisi della customer satisfaction nel trasporto pubblico locale: l'esperienza dell'azienda AMTS di Benevento

The necessity of developing an integrated system for evaluating the Passenger Satisfaction (PS) in the Local Public Transportation (LPT), is introduced in the our paper. The approach is presented in the second paragraph, where the main characteristics and the peculiarities of the PS survey and analysis management processes based, are explained by the experience of the ‘Azienda Mobilita Trasporti Sannio’(AMTS) Company of Benevento. In the third paragraph, the methodology Simple Component Analysis (SCA) is showed for analyzing and evaluating the questionnaire submitted to the customers of the LPT. The PS is formalized and studied by the Structural Equation Model (SEM) based on an innovative estimation method called Generalized Maximum Entropy (GME) showed in the forth paragraph. The paper is concluded by a real experience of PS, processes based, realized by AMTS Company, where the potentialities of the statistical tools are showed. The statistical results obtained, are used by the decision makers, for choosing the quality characteristics have to been improved, for increase the level of the satisfaction, of their passengers.