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.
Kateqoriyalar:
İl:
2011
Nəşriyyat:
John Wiley & Sons
Dil:
english
Səhifələr:
509
ISBN 10:
1119961386
ISBN 13:
9781119961390
Fayl:
PDF, 4.29 MB
IPFS:
,
english, 2011
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