Research Catalog

Title

Modern analysis of customer surveys : with applications using R / edited by Ron S. Kenett, Silvia Salini.

Publication

Chichester : John Wiley & Sons, 2011.

Items in the Library & Off-site

Details

Additional Authors

• Kenett, Ron.
• Salini, Silvia.

Description

xxiv, 500 pages : illustrations; 26 cm.

Summary

"Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey. Key features: Provides an integrated, case-studies based approach to analysing customer survey data. Presents a general introduction to customer surveys, within an organization's business cycle. Contains classical techniques with modern and non standard tools. Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments. Accompanied by a supporting website containing datasets and R scripts. Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields."--Publisher's website.

Series Statement

Statistics in practice

Subject

• Consumer satisfaction > Research > Statistical methods
• Consumer satisfaction > Evaluation
• Consumers > Research > Statistical methods
• Consumers > Research > Data processing
• Sampling (Statistics) > Evaluation
• Surveys > Statistical methods
• Surveys > Data processing
• Kunde
• R Programm
• Umfrage

Bibliography (note)

• Includes bibliographical references and index.

Contents

Foreword -- Preface -- Contributors -- Basic apsects of customer satisfaction survey data analysis. Standards and classical techniques in data analysis of customer satisfaction surveys / Silvia Salini and Ron S Kenett -- The ABC annual customer satisfaction survey / Silvia Salini and Ron S Kenett -- Census and sample surveys / Giovanna Nicolini and Luciana Dalla Valle -- Measurement scales / Andrea Bonanomi and Gabriele Cantaluppi -- Integrated analysis Silvia Biffignandi -- Web surveys / Roberto Furlan and Diego Martone -- The concept and assessment of customer satisfaction / Irena Ograjens̆ek and Iddo Gal -- Missing data and imputation methods / Alessandra Mattei, Fabrizia Mealli and Donald B. Rubin -- Outliers and robustness for ordinal data / Marco Riani, Francesca Torti and Sergio Zani -- Modern techniques in customer satisfaction survey data analysis. Statistical inference for causal effects / Fabrizia Mealli, Barbara Pacini and Donald B. Rubin -- Bayesian networks applied to customer surveys / Ron S. Kenett, Giovanni Perruca and Silvia Salini -- Log-linear model methods / Stephen E. Fienberg and Daniel Manrique-Vallier -- CUB models: Statistical methods and empirical evidence / Maria Iannario and Domenico Piccolo -- The Rasch model / Francesca De Battisti, Giovanna Nicolini and Silvia Salini -- Tree-based methods and decision trees / Giuliano Galimberti and Gabriele Soffritti -- PLS models / Giuseppe Boari and Gabriele Cantaluppi -- Nonlinear principal component analysis / Pier Alda Ferrari and Alessandro Barbiero -- Multidimensional scaling / Nadia Solaro -- Multilevel models for ordinal data / Leonardo Grilli and Carla Rampichini -- Quality standards and control charts applied to customer surveys / Ron S. Kenett, Laura Deldossi and Diego Zappa -- Fuzzy methods and satisfaction indices / Sergio Zani, Maria Adele Milioli and Isabella Morlini -- Appendix: an introduction to R457 / Stefano Maria Iacus.

ISBN

• 9780470971284
• 0470971282
• 9781119961161
• 1119961165
• 9781119961154
• 1119961157
• 9781119961383
• 1119961386
• 9781119961390
• 1119961394

LCCN

2011030182

OCLC

• ocn742234547
• 742234547
• SCSB-1658502

Owning Institutions

Princeton University Library