Modern analysis of customer surveys : with applications using R
Ron Kenett, Silvia Salini, Wiley InterScience (Online service)
This book introduces customer satisfaction surveys, with focus on the classical problems of analysing them, which include; missing values, outliers, sampling techniques, integration of different data sources, as well as modern and non-standard tools. Each chapter describes, in detail, a different technique that is applied to the standard data set along with R scripts featuring on a supporting website. Most of the techniques featured in this book are applied to a standard set of data collected from 266 companies (customers) participating in the Annual Customer Satisfaction Survey (ACSS) of a global company. The data refers to a questionnaire consisting of 81 questions that covered a wide range of service and product perspectives.
సంవత్సరం:
2011
ప్రచురణకర్త:
John Wiley & Sons
భాష:
english
పేజీల సంఖ్య:
509
ISBN 10:
1119961386
ISBN 13:
9781119961390
ఫైల్:
PDF, 4.29 MB
IPFS:
,
english, 2011