2011
DOI: 10.1002/asmb.927
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Modern analysis of customer satisfaction surveys: comparison of models and integrated analysis

Abstract: Customer satisfaction is a key dimension driving business outcomes and performance of processes in service and product organizations. Measuring customer satisfaction is typically based on self-declared or interview-based questionnaires where users or consumers are asked to express opinions on statements, or satisfaction scales, mapping out various interactions with the service provider or product supplier. The topic has gained importance in recent years with researchers proposing new models and methods for des… Show more

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Cited by 49 publications
(21 citation statements)
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References 27 publications
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“…Following the idea of information quality concepts (infoQ) [31], different goals need different data and integrated analyses. It is very unlikely, without a set a target, that a single statistical technique is immediately identified and sufficient.…”
Section: Multidimensional Representation Of Textual Information and Tmentioning
confidence: 99%
“…Following the idea of information quality concepts (infoQ) [31], different goals need different data and integrated analyses. It is very unlikely, without a set a target, that a single statistical technique is immediately identified and sufficient.…”
Section: Multidimensional Representation Of Textual Information and Tmentioning
confidence: 99%
“…Considering various results obtained with different CoDa techniques, it is possible to identify different goals in which one could be interested. These goals should be explicitly elaborated and decided when a customer satisfaction survey is conducted . In general, the CoDa techniques presented in this article can help achieve the goal of ‘Effectively communicate the results using graphics’.…”
Section: Final Remarksmentioning
confidence: 99%
“…These goals should be explicitly elaborated and decided when a customer satisfaction survey is conducted. 30 In general, the CoDa techniques presented in this article can help achieve the goal of 'Effectively communicate the results using graphics' . Moreover, the analysis of the full composition (taking into account the N/A and missing values) can help meet the goal of 'Improve the questionnaire for future use' .…”
Section: Final Remarksmentioning
confidence: 99%
“…The importance of the analysis of consumer preferences is matched by its complexity. The understanding of consumer preferences in a large extent depends on the adequacy of methods used by business analysts in an aim to collect and process consumer information . The choice of appropriate methods to elicit consumer preferences is a very debated issue in specialized literature (eg,).…”
Section: Introductionmentioning
confidence: 99%