The paper intends to introduce some methodological evolutions in the field of Customer Satisfaction (CS) regards the following aspects: the uni-dimensionality evaluation of questionnaire, considering the Simple Component Analysis (SCA); the parameters estimation of Structural Equation Model (SEM), based on the Generalized Maximum Entropy (GME) method; the detection of relationship between categorical variables, in the framework of Non Symmetrical Correspondence Analysis (NSCA).
Recent developments in multidimensional analysis for customer satisfaction / D'Ambra, Luigi; Ciavolino, E.. - (2014), pp. 359-369.
Recent developments in multidimensional analysis for customer satisfaction
D'AMBRA, LUIGI;
2014
Abstract
The paper intends to introduce some methodological evolutions in the field of Customer Satisfaction (CS) regards the following aspects: the uni-dimensionality evaluation of questionnaire, considering the Simple Component Analysis (SCA); the parameters estimation of Structural Equation Model (SEM), based on the Generalized Maximum Entropy (GME) method; the detection of relationship between categorical variables, in the framework of Non Symmetrical Correspondence Analysis (NSCA).File in questo prodotto:
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