عنوان

Modern analysis of customer surveys :

(Number (ISBN

1119961157 (electronic bk.)

(Number (ISBN

9781119961154 (electronic bk.)

Number

dltt

Title Proper

Modern analysis of customer surveys :

General Material Designation

[Book]

Other Title Information

with applications using R /

First Statement of Responsibility

edited by Ron S. Kenett, Silvia Salini.

Specific Material Designation and Extent of Item

1 online resource (xxiv, 500 pages)

Text of Note

Front Matter -- Basic aspects of Customer Satisfaction Survey Data Analysis. Standards and Classical Techniques in Data Analysis of Customer Satisfaction Surveys / Silvia Salini, Ron S Kenett -- The ABC Annual Customer Satisfaction Survey / Ron S Kenett, Silvia Salini -- Census and Sample Surveys / Giovanna Nicolini, Luciana Dalla Valle -- Measurement Scales / Andrea Bonanomi, Gabriele Cantaluppi -- Integrated Analysis / Silvia Biffignandi -- Web Surveys / Roberto Furlan, Diego Martone -- The Concept and Assessment of Customer Satisfaction / Irena Ograjen(ek, Iddo Gal -- Missing Data and Imputation Methods / Alessandra Mattei, Fabrizia Mealli, Donald B Rubin -- Outliers and Robustness for Ordinal Data / Marco Riani, Francesca Torti, Sergio Zani -- Modern Techniques in Customer Satisfaction Survey Data Analysis. Statistical Inference for Causal Effects / Fabrizia Mealli, Barbara Pacini, Donald B Rubin -- Bayesian Networks Applied to Customer Surveys / Ron S Kenett, Giovanni Perruca, Silvia Salini -- Log-Linear Model Methods / Stephen E Fienberg, Daniel Manrique-Vallier -- CUB Models: Statistical Methods and Empirical Evidence / Maria Iannario, Domenico Piccolo -- The Rasch Model / Francesca De Battisti, Giovanna Nicolini, Silvia Salini -- Tree-Based Methods and Decision Trees / Giuliano Galimberti, Gabriele Soffritti -- PLS Models / Giuseppe Boari, Gabriele Cantaluppi -- Nonlinear Principal Component Analysis / Pier Alda Ferrari, Alessandro Barbiero -- Multidimensional Scaling / Nadia Solaro -- Multilevel Models for Ordinal Data / Leonardo Grilli, Carla Rampichini -- Quality Standards and Control Charts Applied to Customer Surveys / Ron S Kenett, Laura Deldossi, Diego Zappa -- Fuzzy Methods and Satisfaction Indices / Sergio Zani, Maria Adele Milioli, Isabella Morlini -- Appendix: An Introduction to R -- Index

0

Text of Note

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 in the Annual Customer Satisfaction Survey (ACSS) of a global company. The data refers to a questionnaire consisting of 81 questions that covered a wide range of service and product perspectives

Title

Modern Analysis of Customer Surveys.

International Standard Book Number

9780470971284

Consumer satisfaction-- Evaluation.

Consumer satisfaction-- Research-- Statistical methods.

Consumers-- Research-- Data processing.

Consumers-- Research-- Statistical methods.

Sampling (Statistics)-- Evaluation.

Surveys-- Data processing.

Surveys-- Statistical methods.

Number

Edition

Class number

Book number

Kenett, Ron S.

Salini, Silvia.

Ohio Library and Information Network.

Wiley Online Library (Online service)

Date of Transaction

20130313114303.0

Cataloguing Rules (Descriptive Conventions))

rda

Electronic name

[Book]

Y