Tecniche di associazione spaziale per analizzare la percezione della qualità dei servizi nelle stazioni ferroviarie / Evaluating spatial association in passengers’ perception of rail service quality at stations

In this paper, a methodology for analysing the variability of rail service quality over the space is proposed. More specifically, service quality aspects relating to the stations are analysed. Techniques of spatial association are applied in order to check the existing clusters of similar values in the distribution of the service quality attributes across the study area. The work is supported by customer satisfaction data relating to railway services used by passengers living in the hinterland of Milan, in the North of Italy. The obtained results can help the rail operators to orient the available resources towards the most critical aspects only on the areas where criticalities appear.