000			nam a22 a 4500
999			_c38022 _d38022
001			31846
003			BD-DhAAL
005			20170518131058.0
008			180517s2012 enk 001 0 eng d
020			_a9780470971284
040			_aDG1 _beng _cDG1 _dE7B _dREDDC _dOCLCQ _dOHI _dOCLCA _dBD-DhAAL
082	0	4	_a658.8342855282 _223
245	0	0	_aModern analysis of customer surveys : _bwith applications using R / _cedited by Ron S. Kenett, Silvia Salini.
260			_aChichester : _bJohn Wiley & Sons, _c2012.
300			_axxiv, 500 pages : _billustrations ; _c25 cm.
505	0		_aFront 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			_aThis 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			_aMNS
650		0	_aConsumer satisfaction _xResearch _xStatistical methods. _921182
650		0	_aConsumer satisfaction _xEvaluation. _921183
650		0	_aConsumers _xResearch _xStatistical methods. _921184
650		0	_aConsumers _xResearch _xData processing. _921185
650		0	_aSampling (Statistics) _xEvaluation. _921186
650		0	_aSurveys _xStatistical methods. _921187
650		0	_aSurveys _xData processing. _921188
700	1		_aKenett, Ron. _4edt _921190
700	1		_aSalini, Silvia. _4edt _921191
852			_aAyesha Abed Library _cGeneral Stacks
942			_2ddc _cBK