In this paper we examine the problem of setting-up a suitable indicator for the assessment of customer satisfaction. The proposed indicator is based on the nonlinear principal component analysis technique. Its properties are examined, and further analysis concerning its application to real data, the treatment of missing values and comparisons with other competitors is presented. Finally, findings with regard to data from an opinion survey are presented and discussed.

Nonlinear Principal Component Analysis as a Tool for the Evaluation of Customer Satisfaction / Ferrari, P. A.; Manzi, G.. - In: QUALITY TECHNOLOGY & QUANTITATIVE MANAGEMENT. - ISSN 1684-3703. - 7:2(2010), pp. 117-132.

Nonlinear Principal Component Analysis as a Tool for the Evaluation of Customer Satisfaction

G. Manzi
2010

Abstract

In this paper we examine the problem of setting-up a suitable indicator for the assessment of customer satisfaction. The proposed indicator is based on the nonlinear principal component analysis technique. Its properties are examined, and further analysis concerning its application to real data, the treatment of missing values and comparisons with other competitors is presented. Finally, findings with regard to data from an opinion survey are presented and discussed.
2010
Optimal scaling; principal component analysis; questionnaire fitting; rasch analysis; satisfaction indicators; stability analysis
01 Pubblicazione su rivista::01a Articolo in rivista
Nonlinear Principal Component Analysis as a Tool for the Evaluation of Customer Satisfaction / Ferrari, P. A.; Manzi, G.. - In: QUALITY TECHNOLOGY & QUANTITATIVE MANAGEMENT. - ISSN 1684-3703. - 7:2(2010), pp. 117-132.
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11573/1727302
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