Modern analysis of customer satisfaction surveys: with applications using R

This book introduces customer satisfaction surveys, with focus on the classical problems of analysing them, which include; missing values, outliers, sampling techniques, integration of different data sources, as well as modern and non-standard tools. Each chapter describes, in detail, a different technique that is applied to the standard data set along with R scripts featuring on a supporting website. Most of the techniques featured in this book are applied to a standard set of data collected from 266 companies (customers) participating inthe Annual Customer Satisfaction Survey (ACSS) of a global company. The data refers to a questionnaire consisting of 81 questions that covered a wide rangeof service and product perspectives. INDICE: Part I: Basic Aspects of Customer Satisfaction Surveys Data Analysis Chapter 1. Standards and Classical techniques in Data Analysis of Customer Satisfaction Surveys (Kenett, Salini) Chapter 2. The ABC Annual Customer Satisfaction Survey (Kenett, Salini) Chapter 3. Sampling, Surveys and Census (Nicolini, Dallavalle) Chapter 4. Measurement Scales (Bonanomi, Cantaluppi) Chapter 5. Integrated Analysis (Biffignandi) Chapter 6. Web Surveys (Furlan, Martone) Chapter 7. The Concept and Assessment of Customer Satisfaction (Ograjensek, Gal) Chapter 8. Missing Data and Imputation Methods (Mattei, Mealli, Rubin) Chapter 9. Outliers and Robustness for Ordinal Data (Riani, Zani) Part II: Modern Techniques in Customer Satisfaction Surveys Data Analysis Chapter 10. Causality Models (Mealli, Pacini, Rubin) Chapter 11. Bayesian Networks (Kenett, Perucca, Salini) Chapter 12. Log Linear Models (Fienberg, Manrique) Chapter 13. CUBModels (Iannario, Piccolo) Chapter 14. The Rasch model (De Battisti, Nicolini, Salini) Chapter 15. Tree-based Methods and Decision Trees (Galimberti, Sofritti) Chapter 16. PLS Models (Boari, Cantaluppi) Chapter 17. Non Linear PCA (Ferrari, Barbero) Chapter 18. Multidimensional Scaling (Solaro) Chapter 19. Multilevel Models for Ordinal Data (Grilli, Rampichini) Chapter 20. Quality Standards and Control Charts Applied to Customer Surveys (Kenett, Deldossi, Zappa) Chapter 21. Fuzzy Methods and Satisfaction Indices (Zani, Milioli, Morlini) Appendix: An introduction to R (Iacus)

• ISBN: 978-0-470-97128-4
• Editorial: John Wiley & Sons
• Encuadernacion: Cartoné
• Páginas: 496
• Fecha Publicación: 13/01/2012
• Nº Volúmenes: 1
• Idioma: Inglés