KR100838688B1 - System and method for analayzing public transportation customer satisfaction index - Google Patents

Abstract

A system and a method for analyzing a CSI(Customer Satisfaction Index) of public transportation are provided to analyze the CSI of the public transportation effectively by dividing CSI factors of the public transportation into experience, CSI, and loyalty index areas, and estimating the areas and detail items of each area statistically based on a structural equation model. A survey result information database(410) stores survey results. A CSI extractor(420) extracts survey item results related to a CSI from the survey results. An experience index extractor(430) extracts the survey item results related to an experience index from the survey results. A loyalty index extractor(440) extracts the survey item results related to a loyalty index from the survey results. A structural equation model applier(470) applies the extracted survey items to a structural equation model comprising observed variables according to the survey results and a latent variable according to a path coefficient among preset observed variables. A weight calculator(460) calculates weight applied to the survey items from a structural equation model. A CSI calculator(450) calculates the CSI of public transportation finally by applying the weight to the extracted items.

Description

System and method for analayzing public transportation customer satisfaction index

1 is a view showing the concept of a public transport customer satisfaction analysis model according to the present invention.

2 is a diagram showing a structural equation model for analyzing public transportation customer satisfaction in accordance with the present invention.

3 is a diagram illustrating a method of calculating a public transport customer satisfaction index in accordance with the present invention.

4 is a view showing a detailed structure of a public transport customer satisfaction analysis system according to an embodiment of the present invention.

5 is a flowchart illustrating a procedure for calculating a customer satisfaction level of public transportation according to an embodiment of the present invention.

6 to 8 is a view showing a scale on the questionnaire for the analysis of customer satisfaction in public transportation according to an embodiment of the present invention.

9 is a diagram illustrating a questionnaire for a satisfaction index region according to an embodiment of the present invention.

FIG. 10 is a diagram illustrating a questionnaire for an experience index area according to an embodiment of the present invention. FIG.

11 is a diagram showing a questionnaire for the loyalty index region according to an embodiment of the present invention.

<Explanation of symbols for main parts of the drawings>

101: experience index area 102: satisfaction index area

103: loyalty index area 110: basic quality factors

120: additional quality factor 130: environmental quality factor

140: employee-related quality factors 150: cognitive value assessment

160: satisfaction with public transport 161: general satisfaction

162: Satisfaction point of use 163: Satisfaction with expectation

170: Company Awareness 180: Loyalty

400: Customer Satisfaction Analysis System 410: Survey Results Information Database

420: satisfaction extractor 430: experience index extractor

440: loyalty extraction unit 450: satisfaction index calculation unit

460: weight calculation unit 470: structural equation model application unit

480: Correlation Information Database

The present invention relates to a customer satisfaction analysis system and method, and more particularly, to a public transportation customer satisfaction analysis system and method for analyzing customer satisfaction with public transportation.

Customer Satisfaction Management refers to a marketing-oriented management method in which a company's success depends on its customers, and conducts corporate activities aimed at maximizing customer satisfaction. The customer satisfaction is explained by the disagreement theory that the customer's satisfaction is formed by the difference between the customer's expectation and performance, or by comparing the customer's performance with the company's cost and the company's profit. This is explained by the theory of fairness that satisfaction occurs when you feel more gained. It is also explained by the value-perception discrepancy theory that consumers set their own value criteria for performance and are satisfied when performance exceeds this. However, it is difficult to measure all three of the above theories.

In order to quantify such customer satisfaction, there are methods such as the Customer Satisfaction Index (CSI) as an external measurement index, and as the internal measurement index, the Employee Satisfaction Index (ESI), the Customer Orientation Index (COI), and the Interval Customer Satisfaction Index (ICSI). And the like.

Among these methods, CSI analysis method is one of active methods of listening to customers' opinions along with Focus Group Index (FGI), Service Survey (SS), Initial Quality Survey (IQS), etc. One of the means of evaluating overall corporate activities used to identify performance of satisfaction activities, to compare priorities with companies, to determine priorities for future business activities, and to control the revision and complementation of strategies for customer activities. Form. Therefore, the CSI can be used more widely when competition is intensifying as a means of evaluating activities of the entire enterprise.

Currently, the following methods have been suggested as the CSI analysis method.

1) Single item evaluation method

In the CS survey, the correlation coefficient between overall satisfaction and dimension (sector, attribute) or subitem satisfaction is very high (about 0.7 to 0.8), because most items or service satisfaction depend on each other. Based on this evidence, the CSI can be calculated using only the overall satisfaction question.

2) How to evaluate multiple items

As a method of calculating the arithmetic mean of satisfaction of each service item, this method is mainly used in a product or service industry in which the importance of each item is not highly discriminated. CS surveys with a large number of dimensions and a large number of samples tend not to show significant differences in their importance.

3) Multi-item weighted average method

As a method of multiplying and multiplying satisfaction by taking into account the importance of each dimension (sector, attribute) or subitem, it has the advantage of considering the weight according to the degree that affects the overall satisfaction of the customer. However, the satisfaction level of each sub-item can be viewed as a result of decomposition of the overall satisfaction, and the sum of this again to calculate the comprehensive satisfaction has a disadvantage in that more errors can be generated than directly measuring the overall satisfaction.

4) How to reflect loyalty

Although the result of satisfaction is directly reflected in the 'purchasing intention' and 'other recommendation intention' directly to the CSI, there is a disadvantage in that a clear theoretical basis for the weight is insufficient.

5) structural equation model

It is a method of calculating CSI by estimating the correlation structure among satisfaction points of each service point by a model.

The methods for calculating importance in the above-described CSI analysis methods include Multiple Regression Analysis, Factor Regression Analysis, Simple Correlation Coefficient Analysis, Correlation Coefficient * Calculation of Weight of Regression Coefficient There are statistical methods, such as analysis, and customer-directed methods such as self-rated, anchored measures analysis, and constant-sum measures analysis.

On the other hand, the above-mentioned CSI analysis methods are generally used customer satisfaction measurement methods, and are not effective to apply to the customer satisfaction measurement of public transportation, which includes various external and internal factors and various characteristics of customer recognition. There is a problem.

Accordingly, an object of the present invention is to divide the satisfaction-related factors for public transportation into an experience index area, a satisfaction index area, and a loyalty index area, and statistically estimate the above items and the detailed items of each area by a structural equation model. The present invention provides a public transportation customer satisfaction analysis system and method for effectively analyzing customer satisfaction with public transportation.

In addition, the object of the present invention is to divide the satisfaction-related elements of public transport into detailed items such as general satisfaction, point of use satisfaction, satisfaction compared to expectations, and by estimating and reflecting weights of the detailed items by a structural equation model The present invention provides a public transportation customer satisfaction analysis system and method for effectively analyzing customer satisfaction with public transportation.

The system for achieving the above object comprises: a survey result information database for storing a survey result value for each item inputted in a public transportation customer satisfaction analysis system; A satisfaction extracting unit which extracts satisfaction-related items corresponding to a satisfaction index region from the stored questionnaire result information; An experience index extraction unit for extracting items corresponding to an experience index area from each of the stored survey result information; A loyalty extraction unit for extracting items corresponding to a loyalty index region from each of the stored questionnaire result information; A structural equation model application unit applying values extracted by the empirical exponent extraction unit and the loyalty extraction unit according to a predetermined structural equation model; A weight calculator configured to calculate a weight to be reflected in each item constituting the satisfaction from the structural equation model applied by the structural equation model application unit; And a satisfaction index calculator for finally calculating the public transportation customer satisfaction index by calculating the weight for each item calculated by the weight calculator to each satisfaction item extracted by the satisfaction extractor.

In order to achieve the above object, the method for public transportation customer satisfaction analysis, the method comprising: storing the results of the public transport satisfaction survey in the database for each item for each item; Extracting an experience index questionnaire and a loyalty questionnaire item from the stored items, and applying a structural equation model according to the correlation for each subitem; Extracting satisfaction questionnaire items from each of the stored items, and calculating weights for each satisfaction item from the structural equation model; And finally calculating the customer satisfaction index for public transportation by reflecting the calculated weight for each item to each satisfaction item.

The present invention proposes a system and method for analyzing customer satisfaction with public transportation. In this case, in order to effectively analyze the customer satisfaction of the public transport, the present invention divides the satisfaction-related elements of the public transport into an experience index area, a satisfaction index area, and a loyalty index area. Statistical satisfaction is estimated by structural equation modeling. In addition, by dividing the satisfaction-related elements of the public transport into detailed items such as general satisfaction, use time satisfaction, satisfaction compared to expectations and the like, the weights of the detailed items are estimated and reflected by the structural equation model to effectively carry out public transportation. Analyze customer satisfaction with

On the other hand, the public transportation has various regulatory elements inherent in its characteristics, and there are external factors such as changes in traffic volume due to competition in the transportation industry and reform of public transportation. In addition, users of public transportation show a difference in haptic satisfaction according to the time of use or the purpose of traffic. In other words, appropriate weights should be given to reflect survey time, day of the week, and purpose of travel.

In addition, appropriate statistical techniques should be used in surveys to take into account the correlation between overall satisfaction and satisfaction with specific items. In addition, it should be analyzed to properly balance the satisfaction with a specific line with the overall service satisfaction dimension.

On the other hand, the quality, value, and image that customers feel about a particular product or service are formed through the customer's experience. In addition, this experience is achieved by unconsciously considering the level of expectations, demands, and attributes or elements that each customer has for each product or service. Therefore, these empirical factors are subdivided to form the experiential index area and reflected in the satisfaction index area.

In addition, whether or not a company's business success depends on the level of customer loyalty formed by attitude loyalty and behavioral loyalty, which is a result of customers' perception of goods and services, costs, values, and images associated with the company and products. Loyalty index area is composed by subdividing items related to perception and loyalty.

Accordingly, a structural equation model for analyzing public transport customer satisfaction is generated as a correlation between the experience index area, satisfaction index area, and loyalty index area, and the public transport satisfaction index is calculated using the generated structural equation model. .

DETAILED DESCRIPTION Hereinafter, a detailed description of a preferred embodiment of the present invention will be described with reference to the accompanying drawings. In the following description, detailed descriptions of well-known functions or configurations will be omitted when it is determined that the detailed descriptions of the known functions or configurations may unnecessarily obscure the subject matter of the present invention.

1 is a view showing the concept of a public transport customer satisfaction analysis model according to the present invention. Referring to FIG. 1, each sub-item related to public transport customer satisfaction is divided into an experience index region 101, a satisfaction index region 102, and a loyalty index region 103, and the regions and the regions are configured. The structural equation model is generated as a correlation between the detailed items. Accordingly, a statistical estimation of the public transport service structure is made using the generated structural equation model.

The experience index area 101 includes a basic quality factor 110, an additional quality factor 120, an environmental quality factor 130, and an employee-related quality factor 140. In this case, the basic quality factor 110 is a factor related to comfort (111), accuracy (112), safety (113), and the like, and the additional quality factor (120) is a system (121), information (122), addition. Service 123 and the like, and the environmental quality factor 130 is a factor related to cleanliness 131, convenience 132, comfort 133, and the like, and the employee-related quality factor 140 is professionalism 141. ), Kindness 142, responsiveness 143, and the like.

The basic quality factor 110 is an essential element of the service provided, the additional quality factor 120 is an additional element of the service provided, and the environmental quality factor 130 is an environment for providing the service and Meaning facility, the employee-related quality factor 140 refers to the factor associated with the employee at the customer point of contact.

On the other hand, the questionnaire evaluation results for each of the detailed factors are synthesized for each factor, the results of the four factors are calculated by a predetermined path coefficient and reflected in the cognitive value evaluation 150. In addition, the detailed questionnaire items of the price-quality 151 and the price-to-quality 152 are directly reflected in the cognitive value evaluation 150. The perceived value evaluation 150 refers to the utility of the service compared to the price paid.

The satisfaction index region 102 is calculated by reflecting weights on detailed items of general satisfaction 161, use point satisfaction 162, and satisfaction Expectation 163. In this case, the weights reflected for each subitem are calculated by a structural equation model, and a detailed description of the structural equation model will be described later. In addition, the result of the perceived value evaluation 150 of the experience index region 101 described above is calculated with a predetermined route coefficient and reflected in the public transportation satisfaction degree 160.

The general satisfaction (161) means the overall satisfaction with the service used, the use time satisfaction (162) means the overall satisfaction with the service using the point of time, the satisfaction satisfaction compared to the expectation (163) compared to the service expected in advance It means a sense of satisfaction.

The loyalty index area 103 includes a recognition 170 portion of a company composed of detailed items such as a customer-centered 171, a corporate image 172, and a consensus 173, a reuse intention 181, and a recommendation intention 182. The loyalty 180 may be divided into a portion of the loyalty 180, and each portion may be correlated with the public transportation satisfaction 160 of the satisfaction index region 102 by a predetermined route coefficient.

Hereinafter, referring to FIGS. 2 and 3, a method for calculating a public transport satisfaction index using the structural equation model and the structural equation model in the above-described public transport customer satisfaction analysis model will be described.

2 is a diagram showing a structural equation model for analyzing public transportation customer satisfaction according to the present invention. Referring to FIG. 2, as described above with reference to FIG. 1, the results of each questionnaire are classified by factors, and the relationship between each factor is constituted by a structural equation model to statistically estimate the satisfaction of public transportation customers. .

In FIG. 1, the rectangular items classifying each question item mean an Observed Variable in the structural equation. The observation variable is a variable that is directly measured and is connected to a latent variable to measure the latent variable. In this case, the latent variable refers to a variable in which a construct is not directly observed or measured, and is measured indirectly by the observation variable. Items shown as circles or ellipses in FIGS. 1 and 2 refer to latent variables in the structural equations.

Meanwhile, in the structural equation, the arrow connection between the observation variable and the latent variable or the arrow connection between the latent variables means a path coefficient between each variable.

Accordingly, each observation variable shown in FIG. 1 is measured as a questionnaire result value of a questionnaire item classified as a corresponding variable, and is connected to each observation variable and an arrow by reflecting a predetermined path coefficient to each of the measured observation variable values. The value of the latent variable is calculated.

For example, the latent variable value of the basic quality factor 110 is calculated by applying the path coefficient to the observation variable value based on the questionnaire result value of the comfort (111), accuracy (112), and safety (113). The latent variable value of the additional quality factor 120 is calculated by reflecting the path coefficient to the observation variable value based on the questionnaire item result value for the 121, the information 122, the additional service 123, and the cleanliness 131. ), The latent variable value of the environmental quality factor 130 is calculated by reflecting the path coefficient to the observed variable value by the questionnaire result value for convenience, 132, comfort 133, and the like. The latent variable value of the employee-related quality factor 140 is calculated by reflecting the path coefficient to the observation variable value based on the questionnaire result value of the kindness 142 and the correspondence 143.

In the same manner, the latent variable value of the perceived value evaluation 150 is calculated by applying a path coefficient to the observation variable value based on the questionnaire result value of the price / quality 151 and the price / quality 152 of FIG. 1. By calculating the path coefficient to the observation variable value based on the result of the questionnaire items for the customer center 171, the corporate image 172, and the consensus 173, the potential variable value of the recognition 170 for the company is calculated. The latent variable value of the loyalty 180 is calculated by reflecting the path coefficient to the observation variable value based on the questionnaire result value for the reuse intention 181 and the recommendation intention 182.

On the other hand, in the structural equation, the latent variable of public transportation satisfaction 160 is the latent quality factor 110, the additional quality factor 120, the environmental quality factor 130, and the employee-related quality factor 140. It is calculated by reflecting a predetermined path coefficient to a variable value and a latent variable value of the perceived value evaluation 150 reflecting each of the above factors.

In addition, the recognition 170 of the company is calculated by reflecting a predetermined path coefficient to the above-described observation variables and the latent variables of the public transportation satisfaction level 160, and the loyalty 180 is determined by the observation variables. It may be calculated by reflecting a predetermined route coefficient to the value of the latent variable of the public transportation satisfaction 160 and the recognition of the company 170.

In this way, the structural equation model enables statistical estimation of the structure of public transport services. Meanwhile, the path coefficient values considered between the variables in the structural equation model are determined by various methods such as user setting.

3 is a diagram illustrating a method of calculating a public transportation customer satisfaction index according to the present invention. Referring to FIG. 3, the public transportation satisfaction index is calculated using the structural equation model described above with reference to FIG. 2, wherein the general satisfaction 161, the use time satisfaction 162, and the satisfaction with respect to expectations 163 are calculated. The weighted average calculates the public satisfaction level.

That is, when the general satisfaction is X ₁ , the time of use satisfaction X ₂ , and the satisfaction to expectations X ₃ , the Public Transportation-Consumer Satisfaction Index according to the present invention is hereinafter referred to as 'PT-CSI'. ) Is calculated as in Equation 1 below.

Here, W ₁ , W ₂ , and W ₃ are weights for X ₁ , X _2, and X ₃ , respectively, and the sum of the weights (ie, W ₁ + W ₂ + W ₃ ) is 1. In this case, the respective weight values are estimated through the above-described structural equation model.

4 is a diagram showing the detailed structure of a public transport customer satisfaction analysis system according to an embodiment of the present invention. Referring to FIG. 4, the public transportation customer satisfaction analysis system 400 according to an embodiment of the present invention includes a questionnaire result database 410, a satisfaction extractor 420, an experience index extractor 430, and a loyalty extractor. 440, the satisfaction index calculator 450, the weight calculator 460, the structural equation model application unit 470, the correlation information database 480, and the like.

That is, when the survey result value for each item is input, the survey result value for each item is stored in the survey result information database 410. Then, the satisfaction-related items corresponding to the satisfaction index region described above with reference to FIG. 1 are extracted from the satisfaction extractor 420, and the items corresponding to the experience index region are the experience index extractor. Extracted at 430, items corresponding to the loyalty index region are extracted at the loyalty extractor 440.

Meanwhile, the structural equation model application unit 470 applies values extracted by the empirical exponent extraction unit 430 and the loyalty extraction unit 440 according to the structural equation model shown in FIG. 2. In this case, the structural equation model application unit 470 reflects the path coefficient between each observation variable and the latent variables stored in the correlation information database 480 in the structural equation model.

Then, the weight calculation unit 460 is reflected in each item constituting the satisfaction (that is, general satisfaction, use time satisfaction, satisfaction with expectations) from the structural equation model applied by the structural equation model application unit 470 We will calculate the weight that we will make.

The satisfaction index calculator 450 calculates the weight for each item calculated by the weight calculator 460 to each satisfaction item extracted by the satisfaction extractor 420 (that is, Equation 1 above). The final public transportation customer satisfaction index is calculated.

5 is a flowchart illustrating a procedure for calculating a customer satisfaction level of public transportation according to an embodiment of the present invention. Referring to FIG. 5, first, a result of a public transportation satisfaction survey is input (S501). At this time, the input survey result is classified and stored for each item for each item (S502).

Then, the experience index questionnaire and the loyalty questionnaire items are extracted from the stored items (S503), and the structural equation model is applied (S504) according to the correlation for each detailed item.

Next, the satisfaction questionnaire items are extracted from the stored items (S505), and the weight for each satisfaction item is calculated from the structural equation model (S506). Finally, the customer satisfaction index for public transportation is calculated by reflecting the calculated weight for each item to each satisfaction item (S507).

6 to 8 are diagrams showing a scale on a questionnaire for analyzing public transportation customer satisfaction according to an embodiment of the present invention. 6 to 8, in the questionnaire for analyzing public transportation customer satisfaction, the scale (Scale) is a 7-point scale (7-Points), 5-point scale (5-Points), 10-point scale (10-Points) And the like. Since subjectiveness of respondents may be involved due to subjectivity of the scale, it is preferable to give a naming clearly in each section. On the other hand, the formula for converting equally divided 100 points in the interval (Interval) of each scale is as shown in Equation 2 below.

In Equation 2, N denotes a scale (eg, 5, 7, 10, etc.), X represents a score evaluated by the responder, and Y represents a score converted into 100 points.

9 is a view showing a questionnaire for the satisfaction index region according to an embodiment of the present invention, Figure 10 is a view showing a questionnaire for the experience index region according to an embodiment of the present invention, Figure 11 is an embodiment of the present invention The questionnaire about the loyalty index area according to the figure.

9 to 11, a questionnaire question as shown in each item may be generated, and each questionnaire is divided into a satisfaction index area, an experience index area, a loyalty index area, and the like as described above. Can be. The public transport customer satisfaction index may be calculated by applying the survey results for each item classified as described above to the structural equation model as described above.

On the other hand, in the embodiment of the present invention has been described with respect to specific embodiments, various modifications are possible without departing from the scope of the invention. Therefore, the scope of the present invention should not be limited to the described embodiments, but should be determined not only by the claims below, but also by the equivalents of the claims.

According to the present invention, an object of the present invention is to divide the satisfaction-related factors for public transportation into an experience index area, a satisfaction index area, and a loyalty index area, and statistically calculate the above items and the detailed items of each area by a structural equation model. By making estimations, it is possible to effectively analyze customer satisfaction with public transportation.

In addition, according to the present invention, by dividing the satisfaction-related elements of public transport into detailed items such as general satisfaction, point of use satisfaction, satisfaction compared to expectations, and by estimating and reflecting the weights of the detailed items by a structural equation model There is an advantage that can effectively analyze customer satisfaction with public transportation.

Claims (21)

In the public transportation customer satisfaction analysis system using an itemized survey, A survey result information database in which the survey result is stored; A satisfaction extracting unit which extracts a questionnaire item related to satisfaction from the stored survey result; An experience index extracting unit for extracting a questionnaire item related to an experience index from the stored survey result; A loyalty extraction unit for extracting a questionnaire item result related to loyalty from the stored questionnaire results; Structural equation that applies the extracted items from the experiential exponent extractor and the loyalty extractor to a structural equation model consisting of the observation variable according to the stored survey result and the latent variable according to the path coefficient between the observation variable set by the user. Model application unit; A weight calculator configured to calculate a weight to be reflected in an item extracted by the satisfaction extractor from the structural equation model; And And a satisfaction index calculator for finally calculating a public transport customer satisfaction index by calculating a weight calculated by the weight calculator to an item extracted by the satisfaction extractor. The method of claim 1, wherein the public transport customer satisfaction index, Transit customer satisfaction analysis system, characterized in that it is calculated by the following equation.

Here, X ₁ is a general satisfaction, X ₂ is a satisfaction point of use, X ₃ is a satisfaction relative to the expectation, W ₁ , W ₂ , W ₃ is a weight for the X ₁ , X ₂ , X ₃ , respectively. The system of claim 2, wherein the sum of the weights is one. The method of claim 1, wherein the survey item related to satisfaction is Public transportation customer satisfaction analysis system, characterized in that it comprises at least one selected from the general satisfaction, point of use satisfaction, satisfaction with the expectations. The system of claim 1, further comprising a correlation information database in which the route coefficient is stored. The method of claim 1, wherein the survey item related to the experience index, A public transportation customer satisfaction analysis system comprising at least one selected from basic quality factors, additional quality factors, environmental quality factors and employee related quality factors. The method of claim 6, wherein the basic quality factor, A public transportation customer satisfaction analysis system comprising at least one selected from comfort, accuracy and stability. The method of claim 6, wherein the additional quality factor, Public transportation customer satisfaction analysis system, characterized in that it comprises one or more selected from the system, information, supplementary services. The method of claim 6, wherein the environmental quality factor, A public transportation customer satisfaction analysis system comprising at least one selected from cleanliness, convenience, and comfort. The method of claim 6, wherein the employee-related quality factor, Transit customer satisfaction analysis system comprising at least one selected from professionalism, kindness, and responsiveness. According to claim 1, Questionnaire items related to the loyalty index, Public transportation customer satisfaction analysis system comprising at least one selected from customer-centered, corporate image, consensus, reuse intention, recommendation intention. In the public transportation customer satisfaction analysis method of the survey system using the itemized survey, If the survey results are stored in the database of the public transportation customer satisfaction analysis system by the user, the customer satisfaction index for public transportation is calculated, The public transportation customer satisfaction analysis system extracts a survey result related to an experience index and a survey result related to loyalty from among the survey results stored in the database, and is determined by an observation variable and a user according to the survey result stored in the database. Applying to a structural equation model consisting of latent variables according to the path coefficients between the set observation variables, extracting a survey result related to satisfaction from survey results stored in the database, and a survey result related to the satisfaction through the structural equation model Calculating a customer satisfaction index for the public transportation by calculating a weight for each item of the item and reflecting the calculated weight for each item in a questionnaire related to the satisfaction level. The method of claim 12, wherein the public transport customer satisfaction index, Public transportation customer satisfaction analysis method characterized in that it is calculated by the following equation.

Here, X ₁ is a general satisfaction, X ₂ is a satisfaction point of use, X ₃ is a satisfaction relative to the expectation, W ₁ , W ₂ , W ₃ is a weight for the X ₁ , X ₂ , X ₃ , respectively. The method of claim 13, wherein the sum of the weights is one. The method of claim 12, wherein the questionnaire related to satisfaction is Public transportation customer satisfaction analysis method characterized in that it comprises at least one selected from the general satisfaction, the point of use satisfaction, the satisfaction to the expectations. The method of claim 12, wherein the questionnaire related to the experience index is Public transportation customer satisfaction analysis method comprising at least one selected from basic quality factors, additional quality factors, environmental quality factors and employee related quality factors. The method of claim 16, wherein the basic quality factor, Public transportation customer satisfaction analysis method comprising at least one selected from comfort, accuracy, stability. The method of claim 16, wherein the additional quality factor, Public transportation customer satisfaction analysis method comprising at least one selected from the system, information, supplementary services. The method of claim 16, wherein the environmental quality factor, Public transportation customer satisfaction analysis method comprising at least one selected from cleanliness, convenience, comfort. The method of claim 16 wherein the employee-related quality factor, Public transportation customer satisfaction analysis method comprising at least one selected from professionalism, kindness, responsiveness. The method of claim 12, wherein the questionnaire related to loyalty is Public transportation customer satisfaction analysis method comprising at least one selected from the customer centered, corporate image, consensus, reuse intention, recommendation intention.

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