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Parametric and Nonparametric Statistics for Sample Surveys and Customer Satisfaction Data pp 19–35Cite as

Customer Satisfaction Heterogeneity

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Abstract

The measurement of the customer satisfaction concerns the gap between the customer expectations about the product or service and the perceptions of the customer after the consumption or use. In other words, the customer satisfaction is closely related to the concept of “perceived quality”. According to the definition of Montgomery [24], it depends on how much the products or services meet the requirements of the consumers/users and it is directly connected to the homogeneity of the performance of the production process or service provision process.

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Authors and Affiliations

  1. Department of Civil and Environmental Engineering, University of Padova, Padova, Italy

    Rosa Arboretti

  2. Natural Science, University of Salzburg, Salzburg, Austria

    Arne Bathke

  3. Department of Economics and Management, University of Ferrara, Ferrara, Italy

    Stefano Bonnini

  4. Department of Management and Engineering, University of Padova, Padova, Italy

    Paolo Bordignon, Eleonora Carrozzo, Livio Corain & Luigi Salmaso

Authors
  1. Rosa Arboretti
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  2. Arne Bathke
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  3. Stefano Bonnini
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  4. Paolo Bordignon
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  5. Eleonora Carrozzo
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  6. Livio Corain
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  7. Luigi Salmaso
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Arboretti, R. et al. (2018). Customer Satisfaction Heterogeneity. In: Parametric and Nonparametric Statistics for Sample Surveys and Customer Satisfaction Data. SpringerBriefs in Statistics. Springer, Cham. https://doi.org/10.1007/978-3-319-91740-5_2

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