This work deals with the problem of optimal scaling for qualitative variables used in the customer satisfaction evaluation. The focus is on ALSOS method. This method is applied for the evaluation of the customer satisfaction of an ASL (a public medical service). A multiplicative relation between overall satisfaction and partial satisfactions (satisfactions of partial aspects of the service) is shown
Un metodo di scaling comune per modelli multivariati di valutazione della customer satisfaction
CHIRICO, PAOLO
2005-01-01
Abstract
This work deals with the problem of optimal scaling for qualitative variables used in the customer satisfaction evaluation. The focus is on ALSOS method. This method is applied for the evaluation of the customer satisfaction of an ASL (a public medical service). A multiplicative relation between overall satisfaction and partial satisfactions (satisfactions of partial aspects of the service) is shown
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