Ιδρυματικό Αποθετήριο
Πολυτεχνείο Κρήτης
Πολυτεχνείο Κρήτης
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| URI | http://purl.tuc.gr/dl/dias/1FD2A80D-0FD9-4D34-84D4-659E5FAC5AA2 | - |
| Αναγνωριστικό | http://link.springer.com/article/10.1023%2FA%3A1008262411587 | - |
| Αναγνωριστικό | https://doi.org/10.1023/A:1008262411587 | - |
| Γλώσσα | en | - |
| Μέγεθος | 21 pages | en |
| Τίτλος | Measuring customer satisfaction using a collective preference disaggregation model | en |
| Δημιουργός | Siskos, Yannis | en |
| Δημιουργός | Grigoroudis Evangelos | en |
| Δημιουργός | Γρηγορουδης Ευαγγελος | el |
| Δημιουργός | Zopounidis Konstantinos | en |
| Δημιουργός | Ζοπουνιδης Κωνσταντινος | el |
| Δημιουργός | Saurais Olivier | en |
| Εκδότης | Kluwer | en |
| Περίληψη | A new model to assess customer satisfaction is developed through this paper. The proposed model is based on the principles of multicriteria analysis, using ordinal regression techniques. The procedure uses survey's data on customer satisfaction criteria and disaggregates simultaneously all the global satisfaction judgments via a linear programming disaggregation formulation. The model provides collective global and partial satisfaction functions as well as average satisfaction indices. These results sufficiently describe customer behavior and they can be used in the strategic planning of an organization. The implementation of the model in three real world applications is used for illustration and for testing the model's reliability. Finally, several extensions and future research in the area of customer satisfaction analysis are discussed. | en |
| Τύπος | Peer-Reviewed Journal Publication | en |
| Τύπος | Δημοσίευση σε Περιοδικό με Κριτές | el |
| Άδεια Χρήσης | http://creativecommons.org/licenses/by/4.0/ | en |
| Ημερομηνία | 2015-11-07 | - |
| Ημερομηνία Δημοσίευσης | 1998 | - |
| Θεματική Κατηγορία | Multiple criteria | en |
| Θεματική Κατηγορία | Linear programming | en |
| Θεματική Κατηγορία | Disaggregation method | en |
| Θεματική Κατηγορία | Ordinalregression analysis | en |
| Βιβλιογραφική Αναφορά | Y. Siskos, E. Grigoroudis, C. Zopounidis and O. Saurais, "Measuring customer satisfaction using a collective preference disaggregation model", J. Global Optim., vol. 12, no. 2, pp. 175-195, Mar. 1998. doi:10.1023/A:1008262411587 | en |
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