In literature several methods have been proposed for the service quality assessment. A lot of models have been proposed to evaluate Service Quality (Servqual, Normed Quality, Servperf etc.). Starting from Servperf paradigm, in this work we propose to arrange the Customer Satisfaction data into a three-way table for analyze the structure of dependence between the dimensions of quality and the items. Thus a weighted version of log-Odds Ratio is proposed and analyzed by the Parafac/Candecomp algorithm.
Three-way decomposition of weighted log-odds ratio for customer satisfaction analysis
GALLO, Michele;
2013-01-01
Abstract
In literature several methods have been proposed for the service quality assessment. A lot of models have been proposed to evaluate Service Quality (Servqual, Normed Quality, Servperf etc.). Starting from Servperf paradigm, in this work we propose to arrange the Customer Satisfaction data into a three-way table for analyze the structure of dependence between the dimensions of quality and the items. Thus a weighted version of log-Odds Ratio is proposed and analyzed by the Parafac/Candecomp algorithm.File in questo prodotto:
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