Parametric and Nonparametric Statistics for Sample Surveys and Customer Satisfaction Data

Description

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. Front Matter ....Pages i-x The CUB Models (Rosa Arboretti, Arne Bathke, Stefano Bonnini, Paolo Bordignon, Eleonora Carrozzo, Livio Corain et al.)....Pages 1-17 Customer Satisfaction Heterogeneity (Rosa Arboretti, Arne Bathke, Stefano Bonnini, Paolo Bordignon, Eleonora Carrozzo, Livio Corain et al.)....Pages 19-35 Ranking Multivariate Populations (Rosa Arboretti, Arne Bathke, Stefano Bonnini, Paolo Bordignon, Eleonora Carrozzo, Livio Corain et al.)....Pages 37-55 Composite Indicators and Satisfaction Profiles (Rosa Arboretti, Arne Bathke, Stefano Bonnini, Paolo Bordignon, Eleonora Carrozzo, Livio Corain et al.)....Pages 57-69 Analyzing Survey Data Using Multivariate Rank-Based Inference (Rosa Arboretti, Arne Bathke, Stefano Bonnini, Paolo Bordignon, Eleonora Carrozzo, Livio Corain et al.)....Pages 71-84