EAN: 9783319917399

SPRINGERBRIEFS IN STATISTICS PARAMETRIC AND N...

This book deals with problems related to the evaluation of customer satisfaction in very
different contexts and ways. Often satisfaction about a product or service is investigated
through suitable surveys which try to capture the satisfaction about several partial aspects
which characterize the perceived quality of that product or service. This book presents a
series of statistical techniques adopted to analyze data from real situations where customer
satisfaction surveys were performed. The aim is to give a simple guide of the variety of
analysis that can be performed when analyzing data from sample surveys: starting from latent
variable models to heterogeneity in satisfaction and also introducing some testing methods for
comparing different customers. The book also discusses the construction of composite indicators
including different benchmarks of satisfaction. Finally  some rank-based procedures for
analyzing survey data are also shown.

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