´╗┐

A Measure of Variability for the Customer Satisfaction Index


Abstract


En
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.

Keywords: heterogeneity; response pattern; intrinsic heterogeneity profile

Full Text: PDF


Creative Commons License
This work is licensed under a Creative Commons Attribuzione - Non commerciale - Non opere derivate 3.0 Italia License.