Modern analysis of customer surveys : with applications using R /

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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 te...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Otros Autores: Kenett, Ron (Editor ), Salini, Silvia (Editor )
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Chichester : John Wiley & Sons, 2011.
Colección:Statistics in practice.
Temas:
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.
Consommateurs > Satisfaction > Recherche > Méthodes statistiques.
Consommateurs > Satisfaction > Évaluation.
Consommateurs > Recherche > Méthodes statistiques.
Consommateurs > Recherche > Informatique.
Échantillonnage (Statistique) > Évaluation.
Levés > Méthodes statistiques.
Levés > Informatique.
BUSINESS & ECONOMICS > Marketing > Research.
Consumer satisfaction > Evaluation
Consumers > Research > Statistical methods
Sampling (Statistics) > Evaluation
Surveys > Data processing
Surveys > Statistical methods
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MARC

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245 0 0 |a Modern analysis of customer surveys :  |b with applications using R /  |c edited by Ron S. Kenett, Silvia Salini. 
260 |a Chichester :  |b John Wiley & Sons,  |c 2011. 
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490 1 |a Statistics in practice 
520 |a 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. 
505 0 |a Front Matter -- Basic aspects of Customer Satisfaction Survey Data Analysis. Standards and Classical Techniques in Data Analysis of Customer Satisfaction Surveys / Silvia Salini, Ron S Kenett -- The ABC Annual Customer Satisfaction Survey / Ron S Kenett, Silvia Salini -- Census and Sample Surveys / Giovanna Nicolini, Luciana Dalla Valle -- Measurement Scales / Andrea Bonanomi, Gabriele Cantaluppi -- Integrated Analysis / Silvia Biffignandi -- Web Surveys / Roberto Furlan, Diego Martone -- The Concept and Assessment of Customer Satisfaction / Irena Ograjen₍ek, Iddo Gal -- Missing Data and Imputation Methods / Alessandra Mattei, Fabrizia Mealli, Donald B Rubin -- Outliers and Robustness for Ordinal Data / Marco Riani, Francesca Torti, Sergio Zani -- Modern Techniques in Customer Satisfaction Survey Data Analysis. Statistical Inference for Causal Effects / Fabrizia Mealli, Barbara Pacini, Donald B Rubin -- Bayesian Networks Applied to Customer Surveys / Ron S Kenett, Giovanni Perruca, Silvia Salini -- Log-Linear Model Methods / Stephen E Fienberg, Daniel Manrique-Vallier -- CUB Models: Statistical Methods and Empirical Evidence / Maria Iannario, Domenico Piccolo -- The Rasch Model / Francesca De Battisti, Giovanna Nicolini, Silvia Salini -- Tree-Based Methods and Decision Trees / Giuliano Galimberti, Gabriele Soffritti -- PLS Models / Giuseppe Boari, Gabriele Cantaluppi -- Nonlinear Principal Component Analysis / Pier Alda Ferrari, Alessandro Barbiero -- Multidimensional Scaling / Nadia Solaro -- Multilevel Models for Ordinal Data / Leonardo Grilli, Carla Rampichini -- Quality Standards and Control Charts Applied to Customer Surveys / Ron S Kenett, Laura Deldossi, Diego Zappa -- Fuzzy Methods and Satisfaction Indices / Sergio Zani, Maria Adele Milioli, Isabella Morlini -- Appendix: An Introduction to R -- Index. 
588 0 |a Print version record. 
504 |a Includes bibliographical references and index. 
546 |a English. 
590 |a O'Reilly  |b O'Reilly Online Learning: Academic/Public Library Edition 
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650 0 |a Consumer satisfaction  |x Research  |x Statistical methods. 
650 0 |a Consumer satisfaction  |x Evaluation. 
650 0 |a Consumers  |x Research  |x Statistical methods. 
650 0 |a Consumers  |x Research  |x Data processing. 
650 0 |a Sampling (Statistics)  |x Evaluation. 
650 0 |a Surveys  |x Statistical methods. 
650 0 |a Surveys  |x Data processing. 
650 6 |a Consommateurs  |x Satisfaction  |x Recherche  |x Méthodes statistiques. 
650 6 |a Consommateurs  |x Satisfaction  |x Évaluation. 
650 6 |a Consommateurs  |x Recherche  |x Méthodes statistiques. 
650 6 |a Consommateurs  |x Recherche  |x Informatique. 
650 6 |a Échantillonnage (Statistique)  |x Évaluation. 
650 6 |a Levés  |x Méthodes statistiques. 
650 6 |a Levés  |x Informatique. 
650 7 |a BUSINESS & ECONOMICS  |x Marketing  |x Research.  |2 bisacsh 
650 7 |a Consumer satisfaction  |x Evaluation  |2 fast 
650 7 |a Consumers  |x Research  |x Statistical methods  |2 fast 
650 7 |a Sampling (Statistics)  |x Evaluation  |2 fast 
650 7 |a Surveys  |x Data processing  |2 fast 
650 7 |a Surveys  |x Statistical methods  |2 fast 
700 1 |a Kenett, Ron.  |4 edt 
700 1 |a Salini, Silvia.  |4 edt 
758 |i has work:  |a Modern analysis of customer surveys (Text)  |1 https://id.oclc.org/worldcat/entity/E39PCH7hJfKrgygg6KW7hcMmJP  |4 https://id.oclc.org/worldcat/ontology/hasWork 
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