| Description |
1 online resource (xxiv, 500 pages) |
| Physical Medium |
polychrome. rdacc http://rdaregistry.info/termList/RDAColourContent/1003 |
| Description |
data file |
| Series |
Statistics in practice |
|
Statistics in practice.
|
| Summary |
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. |
| Contents |
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. |
| Bibliography |
Includes bibliographical references and index. |
| Language |
English. |
| Subject |
Consumer satisfaction -- Research -- Statistical methods.
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Consumer satisfaction -- Evaluation.
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Consumers -- Research -- Statistical methods.
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Consumers -- Research -- Data processing.
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Sampling (Statistics) -- Evaluation.
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Surveys -- Statistical methods.
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Surveys -- Data processing.
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Consommateurs -- Satisfaction -- Recherche -- Méthodes statistiques. |
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Consommateurs -- Satisfaction -- Évaluation. |
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Consommateurs -- Recherche -- Méthodes statistiques. |
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Consommateurs -- Recherche -- Informatique. |
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Échantillonnage (Statistique) -- Évaluation. |
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Levés -- Méthodes statistiques. |
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Levés -- Informatique. |
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Consumer satisfaction -- Evaluation |
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Consumers -- Research -- Statistical methods |
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Sampling (Statistics) -- Evaluation |
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Surveys -- Data processing |
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Surveys -- Statistical methods |
| Added Author |
Kenett, Ron. Editor.
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Salini, Silvia. Editor.
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| Other Form: |
Print version: Modern Analysis of Customer Surveys. Wiley 2011 9780470971284 (OCoLC)742234547 |
| ISBN |
9781119961154 (electronic bk.) |
|
1119961157 (electronic bk.) |
|
9781119961161 (electronic bk.) |
|
1119961165 (electronic bk.) |
|
9781119961383 (ePub) |
|
1119961386 (ePub) |
|
9781119961390 (Mobi) |
|
1119961394 (Mobi) |
|
1283333120 |
|
9781283333122 |
|
9786613333124 |
|
6613333123 |
|
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