Different Approaches using the Normal and the Exponential Distribution in the Evaluation of the Customer Satisfaction
Journal Title: Journal of Applied Quantitative Methods - Year 2009, Vol 4, Issue 4
Abstract
The Customer Satisfaction is generally evaluated using the data collected with questionnaires. The data are organized on an ordinal scale and, for this reason, it’s convenient to transform them in pseudo-interval support. The psychometric methods used for this transformation generally hypothesize that the latent variable has a normal distribution. Sometimes, particularly when the frequencies are concentrated on the left extreme or on the right extreme of the distribution, this assumption brings to preposterous results. In these cases the use of other types of distribution, as, for example the exponential distribution, is preferable. In this paper we show how the results of a survey can change using the normal distribution, the exponential distribution or the two distributions alternatively. We use, in fact, the results coming from the different transformations, to apply a multilevel model.
Authors and Affiliations
Antonio LUCADAMO, Giovanni PORTOSO
Keywords
Related Articles
- EP ID EP124414
- DOI -
- Views 101
- Downloads 0
Some Aspects on Solving a Linear Fractional Transportation Problem
This paper presents the three-dimensional transportation problem, a double sum model in which the objective function is the ratio of two positive linear functions. This paper objective is to present how to obtain optimum...
BANKING SERVICES EVALUATION: A DYNAMIC ANALYSIS
Today, the most important asset for a bank is its customer and therefore, the main targets to achieve by management are: knowledge of his needs, anticipation of his concerns and to distinguish itself in his eyes. The awa...
About the Impossibility Theorem for Indicators Aggregation
This paper presents some aspects related to the issues of aggregating economic indicators. Departing from the research of Gh. Paun (1983) we will prove a theorem which states that under certain, natural assumptions, it i...
Some Notes on the Logistic Distribution[sup][/sup]
In this paper we study some properties of the density function f (x;θ ) =θ ⋅ e[sup]−x[/sup] (1+ e[sup]−x[/sup] )−[sup](θ +1)[/sup] , x ∈ R,θ > 0 which may be obtained from the distribution of the last order statistic...
A TWO-LEVEL STRUCTURAL EQUATION MODEL FOR EVALUATING THE EXTERNAL EFFECTIVENESS OF PHD
In recent years the number of PhDs in Italy has significantly grown and purposes of PhD courses have expanded from the traditional ones. The analysis of the contribution of PhD title for job placement and employment cond...