The Resource Modern analysis of customer surveys : with applications using R, edited by Ron S. Kenett, Silvia Salini

Modern analysis of customer surveys : with applications using R, edited by Ron S. Kenett, Silvia Salini

Label
Modern analysis of customer surveys : with applications using R
Title
Modern analysis of customer surveys
Title remainder
with applications using R
Statement of responsibility
edited by Ron S. Kenett, Silvia Salini
Contributor
Editor
Subject
Language
eng
Summary
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
Member of
Cataloging source
DG1
Dewey number
658.8/3402855282
Index
index present
LC call number
HF5415.335
LC item number
.M63 2011
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
Series statement
Statistics in practice
Label
Modern analysis of customer surveys : with applications using R, edited by Ron S. Kenett, Silvia Salini
Publication
Bibliography note
Includes bibliographical references and index
http://library.link/vocab/branchCode
  • net
Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
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(ek, 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
Control code
ocn768230368
Dimensions
unknown
Extent
1 online resource (xxiv, 500 pages)
Form of item
online
Isbn
9781119961161
Media category
computer
Media MARC source
rdamedia
Media type code
c
http://library.link/vocab/ext/overdrive/overdriveId
  • 10.1002/9781119961154
  • ebf8d4b2-d826-4b83-b278-a0f689f8cdac
http://library.link/vocab/recordID
.b36006622
Specific material designation
remote
System control number
  • (OCoLC)768230368
  • pebcs1119961157

Library Locations

    • Deakin University Library - Geelong Waurn Ponds CampusBorrow it
      75 Pigdons Road, Waurn Ponds, Victoria, 3216, AU
      -38.195656 144.304955
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