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|a 658.8342855282
|2 23
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|a Modern analysis of customer surveys :
|b with applications using R /
|c edited by Ron S. Kenett, Silvia Salini.
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| 260 |
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|a Chichester :
|b John Wiley & Sons,
|c 2012.
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| 300 |
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|a xxiv, 500 pages :
|b illustrations ;
|c 25 cm.
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| 505 |
0 |
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|a 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\208Dek, 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.
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| 520 |
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|a 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.
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| 526 |
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|a MNS
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| 541 |
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|e 31846, 31847
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| 650 |
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0 |
|a Consumer satisfaction
|x Research
|x Statistical methods.
|9 21182
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| 650 |
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|a Consumer satisfaction
|x Evaluation.
|9 21183
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| 650 |
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0 |
|a Consumers
|x Research
|x Statistical methods.
|9 21184
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| 650 |
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0 |
|a Consumers
|x Research
|x Data processing.
|9 21185
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| 650 |
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0 |
|a Sampling (Statistics)
|x Evaluation.
|9 21186
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| 650 |
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0 |
|a Surveys
|x Statistical methods.
|9 21187
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| 650 |
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0 |
|a Surveys
|x Data processing.
|9 21188
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| 700 |
1 |
|
|a Kenett, Ron.
|4 edt
|9 21190
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| 700 |
1 |
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|a Salini, Silvia.
|4 edt
|9 21191
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| 852 |
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|a Ayesha Abed Library
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