La qualita' percepita nel trasporto pubblico locale: un modello multicriteri per la selezione di scenari migliorativi. The perceived quality of the local public transit: a multi-criteria model to select improvement scenarios

We built a customer satisfaction evaluation tool using the multi-criteria analysis and the data drawn from a questionnaire submitted to the passengers of the local transit service of a traffic gravitation district sub-area. It uses properly calibrated utility functions by which we can assess the increase of the whole customer satisfaction because of interventions on the transit service. This tool can efficiently support the actions of the local public transit manager.