Modern analysis of customer surveys : with applications using R /
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...
| Other Authors: | , |
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| Format: | eBook |
| Language: | English |
| Language Notes: | English. |
| Published: |
Chichester :
John Wiley & Sons,
2011.
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| Series: | Statistics in practice.
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| Subjects: | |
| Online Access: | Connect to the full text of this electronic book |
| Summary: | 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. |
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| Physical Description: | 1 online resource (xxiv, 500 pages) |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 9781119961154 1119961157 9781119961161 1119961165 9781119961383 1119961386 9781119961390 1119961394 1283333120 9781283333122 9786613333124 6613333123 |