Multivariate statistical approaches for the customer satisfaction into transportation sector

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 in the measurement model the spatial effects. Moreover, to get a ‘true’ measure of satisfaction, the rating scale model is proposed.