A stochastic model for the analysis of customer satisfaction: some theoretical aspects

Angelo Zannella

doi:10.6092/issn.1973-2201/6957

A stochastic model for the analysis of customer satisfaction: some theoretical aspects

Authors

Angelo Zannella Università Cattolica del Sacro Cuore
Istituto di Statistica

DOI:

https://doi.org/10.6092/issn.1973-2201/6957

Abstract

The paper deals with a model in which the overall customer satisfaction Y concerning a good or service, expressed by a respondent on an ordinal scale, is linked to the weights and ratings Wi* and Xi* , i=1, 2,...,K, that he respectively assigns on conventional ordinal scales to some of its specific aspects. It is assumed that the observed value of Y come from discretization of a continuous model....

How to Cite

Zannella, A. (1999). A stochastic model for the analysis of customer satisfaction: some theoretical aspects. Statistica, 59(1), 3–40. https://doi.org/10.6092/issn.1973-2201/6957