Determining Passenger Satisfaction using a Multicriteria Method: A Case Study from Coastal Shipping in Greece

Abstract

In recent years, rapid changes have been recorded in the coastal shipping industry at an international and national level. The repeated crises push one of the potent "poles" of the world economy into a complete transformation. The coastal shipping market in Greece is one of the most crucial components in the formation and growth of the National economy. The Greek coastal shipping industry is highly dynamic and diverse, with important factors affecting business competition. One of the most critical factors affecting competition is passenger satisfaction. This research analyses the criteria determining passengers 'satisfaction with coastal shipping in Greece. A Google Form structured questionnaire was applied for data collection from November to December 2023. Altogether, 514 questionnaires were collected. The results were analysed using the MUSA (Multicriteria Satisfaction Analysis) model. MUSA is an ordinal regression model based on the principles of multicriteria decision analysis. The research results show that the average satisfaction index is about 85.63%.