Customer Satisfaction Analysis is mostly based on the study of the deviations between customer expectations and customer perceptions on the quality of the product/service. According to this definition, the paper considers the CS in its own nature of interval value and proposes to apply fuzzy regression models for the CS estimation. The main assumption of the model is that the CS depends essentially on the perceived and expected satisfaction levels. The model capabilities are tested on a real dataset demonstrating how the fuzzy approach is promising in the CS analysis.
Un modello di regressione fuzzy per la valutazione della soddisfazione
ROMANO, ROSARIA;
2005-01-01
Abstract
Customer Satisfaction Analysis is mostly based on the study of the deviations between customer expectations and customer perceptions on the quality of the product/service. According to this definition, the paper considers the CS in its own nature of interval value and proposes to apply fuzzy regression models for the CS estimation. The main assumption of the model is that the CS depends essentially on the perceived and expected satisfaction levels. The model capabilities are tested on a real dataset demonstrating how the fuzzy approach is promising in the CS analysis.File in questo prodotto:
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