MARC details
| 000 -LEADER |
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| fixed length control field |
nam a22 a 4500 |
| 001 - CONTROL NUMBER |
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| control field |
31846 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
BD-DhAAL |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20170518131058.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
180517s2012 enk 001 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780470971284 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DG1 |
| Language of cataloging |
eng |
| Transcribing agency |
DG1 |
| Modifying agency |
E7B |
| -- |
REDDC |
| -- |
OCLCQ |
| -- |
OHI |
| -- |
OCLCA |
| -- |
BD-DhAAL |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8342855282 |
| Edition number |
23 |
| 245 00 - TITLE STATEMENT |
|---|
| Title |
Modern analysis of customer surveys : |
| Remainder of title |
with applications using R / |
| Statement of responsibility, etc |
edited by Ron S. Kenett, Silvia Salini. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Chichester : |
| Name of publisher, distributor, etc |
John Wiley & Sons, |
| Date of publication, distribution, etc |
2012. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxiv, 500 pages : |
| Other physical details |
illustrations ; |
| Dimensions |
25 cm. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
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\208Dek, 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. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
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. |
| 526 ## - STUDY PROGRAM INFORMATION NOTE |
|---|
| Program name |
MNS |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Consumer satisfaction |
| General subdivision |
Research |
| -- |
Statistical methods. |
| 9 (RLIN) |
21182 |
|
|---|
| Topical term or geographic name as entry element |
Consumer satisfaction |
| General subdivision |
Evaluation. |
| 9 (RLIN) |
21183 |
|
|---|
| Topical term or geographic name as entry element |
Consumers |
| General subdivision |
Research |
| -- |
Statistical methods. |
| 9 (RLIN) |
21184 |
|
|---|
| Topical term or geographic name as entry element |
Consumers |
| General subdivision |
Research |
| -- |
Data processing. |
| 9 (RLIN) |
21185 |
|
|---|
| Topical term or geographic name as entry element |
Sampling (Statistics) |
| General subdivision |
Evaluation. |
| 9 (RLIN) |
21186 |
|
|---|
| Topical term or geographic name as entry element |
Surveys |
| General subdivision |
Statistical methods. |
| 9 (RLIN) |
21187 |
|
|---|
| Topical term or geographic name as entry element |
Surveys |
| General subdivision |
Data processing. |
| 9 (RLIN) |
21188 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Kenett, Ron. |
| Relator code |
edt |
| 9 (RLIN) |
21190 |
|
|---|
| Personal name |
Salini, Silvia. |
| Relator code |
edt |
| 9 (RLIN) |
21191 |
| 852 ## - LOCATION/CALL NUMBER |
|---|
| Location |
Ayesha Abed Library |
| Shelving location |
General Stacks |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Item type |
Book |
