A Bayesian Network-based customer satisfaction model: a tool for management decisions in railway transport

Article

Chakraborty, Subrata, Mengersen, Kerrie, Fidge, Colin, Ma, Lin and Lassen, David. 2016. "A Bayesian Network-based customer satisfaction model: a tool for management decisions in railway transport." Decision Analytics. 3 (4), pp. 1-24. https://doi.org/10.1186/s40165-016-0021-2
Article Title

A Bayesian Network-based customer satisfaction model: a tool for management decisions in railway transport

Article CategoryArticle
AuthorsChakraborty, Subrata (Author), Mengersen, Kerrie (Author), Fidge, Colin (Author), Ma, Lin (Author) and Lassen, David (Author)
Journal TitleDecision Analytics
Journal Citation3 (4), pp. 1-24
Number of Pages24
Year2016
Place of PublicationGermany
Digital Object Identifier (DOI)https://doi.org/10.1186/s40165-016-0021-2
Web Address (URL)https://decisionanalyticsjournal.springeropen.com/articles/10.1186/s40165-016-0021-2
Abstract

We formalise and present an innovative general approach for developing complex system models from survey data by applying Bayesian Networks. The challenges and approaches to converting survey data into usable probability forms are explained and a general approach for integrating expert knowledge (judgements) into Bayesian complex system models is presented. The structural complexities of the Bayesian complex system modelling process, based on various decision contexts, are also explained along with a solution. A novel application of Bayesian complex system models as a management tool for decision making is demonstrated using a railway transport case study. Customer satisfaction, which is a Key Performance Indicator in public transport
management, is modelled using data from customer surveys conducted by Queensland Rail, Australia.

KeywordsDecision making, Bayesian modelling, Management tools, Customer satisfaction, Transportation
ANZSRC Field of Research 2020460902. Decision support and group support systems
Byline AffiliationsSchool of Management and Enterprise
Queensland University of Technology
Queensland Rail, Australia
Institution of OriginUniversity of Southern Queensland
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