... each key individual’s satisfaction or dissatisfaction and the underlying reasons.
The interviewing skills of the person conducting the CS interviews are essential in ensuring the
validity and ... purchases.
One of the significant challenges of measuring customer satisfaction in a project-based B2B
context relates to measuring the satisfaction of th...
...
“Measuring customer satisfaction in the context of a project-based organization”
Tuomas J. Ahola, Helsinki University of Technology
tuomas.ahola@hut.fi
Jaakko Kujala, Helsinki University ... each key individual’s satisfaction or dissatisfaction and the underlying reasons.
The interviewing skills of the person conducting the CS interviews are es...
... Because of the limited material available in the academic
literature, a telephone survey of organisations that may have investigated tourist satisfaction was
undertaken.
Given the broad focus of ... rather to
‘unsatisfaction’ a sense of emptiness rather than a sense of anger or disappointment. On the other hand,
the absence of a hygienic factor will lead to d...
... every 1 customer complaint received, 20 other
dissatisfied customers do not bother to complain.
• Cost of acquiring 1 new customer is 5 times as great as
the cost of retaining a satisfied customer. ...
•
Loyalty index
•
Trend analysis
•
Key drivers of overall satisfaction
•
Overall satisfaction
•
Problem resolution
•
Verbatim reports
• Just say no to “Analysis Paralysis”!...
... points are labeled and intervals are implied
Allen & Tanniru* argued that people cognitively create an interval scale
Ratio: equal intervals plus a meaningful zero point
Example: number of ... reports
Source: “Analysis of Customer Satisfaction Data” by Derek Allen and Tanniru R. Rao,
American Society for Quality (ASQ) Press, 2000
Page 17
smi
Software Metrics, Inc.
Measure...
... for statistically meaningful analysis and conclusions
Page 23
smi
Software Metrics, Inc.
Analysis Example -2
Frequency analysis: treating the responses as an ordinal scale
Overall Satisfaction
0
1
2
3
4
5
6
1 ... that
impact this product's availability (e.g. other databases,
network availability, etc.)?
Correlation analysis: treating the responses as an interval scale
Product Att...
... Applicata
Universit´adiPadova
Via Belzoni 7, 35131 Padova ITALY
February 28, 1996
Submitted to
Mathematical Finance
∗
The financial support and hospitality of the University of Padua, the Isaac New-
ton Institute, Cambridge ... Introduction
One of the most challenging mathematical problems arising in the theory
of financial markets concerns market completeness, i.e. the po...
... related to loan acceptance rates are the same among affected and non-affected banks in the
absence of the financial crisis. In Table 2, we observe a parallel trend in average loan acceptance ... that capture in particular each borrower’s risk as measured by the
internal scoring. AFFECTED is a dummy variable that takes a value of one if a savings bank is
an owner...
... of data sources and makes possible
data sharing among them. The widespread adoption
of XML as a standard syntax to share data has fur-
ther streamlined and eased the data sharing process.
The growth ... candidates
(in a vast or often in nite candidate space), in pruning
incorrect candidates early (to maintain an acceptable
runtime), and in evaluating candidates.
Another i...