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 | - |
| Identifier | https://doi.org/10.1504/IJDSS.2015.067272 | - |
| Language | en | - |
| Extent | 24 pages | en |
| Title | A multi-criteria and statistical framework for measuring and analysing customers’ experience | en |
| Creator | Matsatsinis Nikolaos | en |
| Creator | Ματσατσινης Νικολαος | el |
| Creator | Evangelia Krassadaki | en |
| Publisher | Inderscience | en |
| Content Summary | 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. | en |
| Type of Item | Peer-Reviewed Journal Publication | en |
| Type of Item | Δημοσίευση σε Περιοδικό με Κριτές | el |
| License | http://creativecommons.org/licenses/by/4.0/ | en |
| Date of Item | 2015-11-04 | - |
| Date of Publication | 2015 | - |
| Subject | Decision-making (Ethics) | en |
| Subject | decision making moral and ethical aspects | en |
| Subject | decision making ethics | en |
| 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 | en |
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