Kenett / Salini Modern Analysis of Customer Surveys

with Applications using R
1. Auflage 2011
ISBN: 978-1-119-96116-1
Verlag: John Wiley & Sons
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 528 Seiten, E-Book

Reihe: Statistics in Practice

Customer survey studies deals with customers, consumers and usersatisfaction from a product or service. In practice, many of thecustomer surveys conducted by business and industry are analyzed ina very simple way, without using models or statistical methods.Typical reports include descriptive statistics and basic graphicaldisplays. As demonstrated in this book, integrating such basicanalysis with more advanced tools, provides insights on non-obviouspatterns and important relationships between the survey variables.This knowledge can significantly affect the conclusions derivedfrom a survey.
Key features:
* Provides an integrated, case-studies based approach toanalysing customer survey data.
* Presents a general introduction to customer surveys, within anorganization's business cycle.
* Contains classical techniques with modern and non standardtools.
* Focuses on probabilistic techniques from the area ofstatistics/data analysis and covers all major recentdevelopments.
* Accompanied by a supporting website containing datasets and Rscripts.
Customer survey specialists, quality managers and marketresearchers will benefit from this book as well as specialists inmarketing, data mining and business intelligence fields.

Autoren/Hrsg.

Kenett, Ron S.

Salini, Silvia

Inhaltsverzeichnis

Part I: Basic Aspects of Customer Satisfaction Surveys Data Analysis
Chapter 1. Standards and Classical techniques in Data Analysis of Customer Satisfaction Surveys (Kenett, Salini)
Chapter 2. The ABC Annual Customer Satisfaction Survey (Kenett, Salini)
Chapter 3. Sampling, Surveys and Census (Nicolini, Dallavalle)
Chapter 4. Measurement Scales (Bonanomi, Cantaluppi)
Chapter 5. Integrated Analysis (Biffignandi)
Chapter 6. Web Surveys (Furlan, Martone)
Chapter 7. The Concept and Assessment of Customer Satisfaction (Ograjensek, Gal)
Chapter 8. Missing Data and Imputation Methods (Mattei, Mealli, Rubin)
Chapter 9. Outliers and Robustness for Ordinal Data (Riani, Zani)
Part II: Modern Techniques in Customer Satisfaction Surveys Data Analysis
Chapter 10. Causality Models (Mealli, Pacini, Rubin)
Chapter 11. Bayesian Networks (Kenett, Perucca, Salini)
Chapter 12. Log Linear Models (Fienberg, Manrique)
Chapter 13. CUB Models (Iannario, Piccolo)
Chapter 14. The Rasch model (De Battisti, Nicolini, Salini)
Chapter 15. Tree-based Methods and Decision Trees (Galimberti, Sofritti)
Chapter 16. PLS Models (Boari, Cantaluppi)
Chapter 17. Non Linear PCA (Ferrari, Barbero)
Chapter 18. Multidimensional Scaling (Solaro)
Chapter 19. Multilevel Models for Ordinal Data (Grilli, Rampichini)
Chapter 20. Quality Standards and Control Charts Applied to Customer Surveys (Kenett, Deldossi, Zappa)
Chapter 21. Fuzzy Methods and Satisfaction Indices (Zani, Milioli, Morlini)
Appendix: An introduction to R (Iacus)

Über Autor(innen)

Ron S. Kenett, KPA Ltd., Raanana, Israel, University ofTurin, Italy, and NYU-Poly, Center for Risk Engineering, New York,USA
Silvia Salini, Department of Economics, Business andStatistics ,University of Milan, Italy