A Measure of Variability for the Customer Satisfaction Index


In this paper we deal with the problem of identifying heterogeneity indices for the purpose of improving the analysis of customer satisfaction observing the phenomenon through a new perspective. Our work introduces some indices that may be used for measuring heterogeneity in Customer Satisfaction framework and an application on real data is illustrated.

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Keywords: heterogeneity; response pattern; intrinsic heterogeneity profile

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