Institutional Repository
Technical University of Crete
Technical University of Crete
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| URI: | http://purl.tuc.gr/dl/dias/CD1D30DC-E91A-4FBB-9ABC-0F4AFE061814 | ||
| Year | 2015 | ||
| Type of Item | Peer-Reviewed Journal Publication | ||
| License |
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| Bibliographic Citation | E. Krassadaki, N.F. Matsatsinis ," A multi-criteria and statistical framework for measuring and analysing customers’ experience,"Intern. J.l of Decision Sup. Systems,vol. 1 ,no. 1, pp. 18-41,2015.doi:10.1504/IJDSS.2015.067272 https://doi.org/10.1504/IJDSS.2015.067272 | ||
| Appears in Collections |
A multi-criteria and statistical framework for measuring and analysing experience of customers is presented in this paper. It is based on a pre- and post-experience measurement, which is expressed by the same group of customers. The four-step methodological framework utilises the multi-criteria method MUSA in conjunction with the non-parametric Wilcoxon signed-rank test and proposes a set of indices and further results. The basic advantages of the proposed methodological framework are: It examines the pre- and post-experience, it considers the qualitative form of customers’ preference, assessment, etc., it analyses experience as multi-criteria aspect, it utilises multi-criteria analysis methods, and it combines the results of two different approaches (optimisation and inference statistics). Furthermore, the development of a set of quantitative indices and a perceptual map confirm the effective support of the experience evaluation problem. The paper presents an example that demonstrates the implementation process of the methodology.
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