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A Multi-criteria Framework for Evaluating Passenger Satisfaction in Greek Railways

In: Operational Research in the Era of Digital Transformation and Business Analytics

Author

Listed:
  • Eirini Ntereka

    (University of Macedonia, Information Systems and e-Business Laboratory (ISeB))

  • Michael A. Madas

    (University of Macedonia)

  • Maria I. Kamariotou

    (University of Macedonia)

  • Fotis C. Kitsios

    (University of Macedonia
    Hellenic Open University)

Abstract

Measuring customer satisfaction is one of the most important and essential functions for contemporary firms and organizations so as to be profitable and successful, since it provides customer feedback in a reliable, meaningful and direct way. The aim of this paper is the development and implementation of a generic methodological framework for evaluating railway passenger satisfaction. The decomposition of the evaluation problem in 8 first-level criteria (Safety, Cleanliness, Comfort, Ticket Purchase, Information, Reliability and Flexibility, Personnel and Accessibility) and 32 second-level satisfaction sub-criteria/dimensions has been guided and supported by a Systematic Literature Review (SLR) process in the broader area of multi-criteria analysis of service quality in transport. The assessment framework was built on the basis of MUSA (Multicriteria Satisfaction Analysis) methodology. As part of our research, we applied the proposed multi-criteria evaluation framework in the case of railway passenger services in Greece. The results of the overall analysis revealed a very low global satisfaction level for the passengers in the order of 33.01%, indicating that the surveyed passengers are quite dissatisfied with the currently provided services.

Suggested Citation

  • Eirini Ntereka & Michael A. Madas & Maria I. Kamariotou & Fotis C. Kitsios, 2023. "A Multi-criteria Framework for Evaluating Passenger Satisfaction in Greek Railways," Springer Proceedings in Business and Economics, in: Nikolaos F. Matsatsinis & Fotis C. Kitsios & Michael A. Madas & Maria I. Kamariotou (ed.), Operational Research in the Era of Digital Transformation and Business Analytics, pages 107-115, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-24294-6_11
    DOI: 10.1007/978-3-031-24294-6_11
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