04233nam a2200361 a 4500 31846 BD-DhAAL 20170518131058.0 180517s2012 enk 001 0 eng d 38022 38022 9780470971284 DG1 eng DG1 E7B REDDC OCLCQ OHI OCLCA BD-DhAAL 658.8342855282 23 Modern analysis of customer surveys : with applications using R / edited by Ron S. Kenett, Silvia Salini. Chichester : John Wiley & Sons, 2012. xxiv, 500 pages : illustrations ; 25 cm. 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. 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. MNS 31846, 31847 Consumer satisfaction Research Statistical methods. 21182 Consumer satisfaction Evaluation. 21183 Consumers Research Statistical methods. 21184 Consumers Research Data processing. 21185 Sampling (Statistics) Evaluation. 21186 Surveys Statistical methods. 21187 Surveys Data processing. 21188 Kenett, Ron. edt 21190 Salini, Silvia. edt 21191 Ayesha Abed Library General Stacks ddc BK 0 0 ddc 0 658_834285528200000_MOD 0 60677 BRACUL BRACUL GEN 2017-05-18 Karim International 7900.00 4 21 658.8342855282 MOD 3010031846 2022-09-27 2020-09-27 1 7900.00 2017-05-18 BK 0 0 ddc 0 658_834285528200000_MOD 0 60678 BRACUL BRACUL GEN 2017-05-18 Karim International 7900.00 2 6 658.8342855282 MOD 3010031847 2019-07-01 2019-07-01 2 7900.00 2017-05-18 BK