Abstract
In literature several methods have been proposed to evaluate Customer Satisfaction (CS), often based on the gap concept. This paper sets a strategy of integrated analysis which in the presence of several observations for the same statistical unit, divides the gap between customer’s quality expectation and quality perception into further elements to be analyzed in order to improve the service quality.
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© 2004 Springer-Verlag Berlin Heidelberg
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Amenta, P., Sarnacchiaro, P. (2004). Tensorial Co-Structure Analysis for the Full Multi Modules Customer Satisfaction Evaluation. In: Bock, HH., Chiodi, M., Mineo, A. (eds) Advances in Multivariate Data Analysis. Studies in Classification, Data Analysis, and Knowledge Organization. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-17111-6_13
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DOI: https://doi.org/10.1007/978-3-642-17111-6_13
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