The citizen satisfaction survey on the local public transport in Bologna

Aim of this paper is to evaluate the customer satisfaction in a public service context. It is well know that customer satisfaction plays a strategical role for companies providing the public services. In section one some introductory aspects, concerning the concept of citizen satisfaction are discussed. In the second section we dene the quality of public services, describing the quality dimensions, considering the \service chart" as a tool useful for the construction of our questionnaire. Infact, our survey, carried out on citizen satisfaction, has been developed through the analysis of questionnaires administered in Bologna city with respect to the service of local public transport. In section three we briefly delineate the sampling procedure adopted for our survey and we describe the questionnaire. In the following section, we illustrate the main statistical results in term of descriptive analysis and multiple correspondence analysis. Finally some conclusive remarks about the needs of citizen-users are discussed.