Nonlinear Principal Component Analysis as a Tool for the Evaluation of Customer Satisfaction

In this paper we examine the problem of setting-up a suitable indicator for the assessment of customer satisfaction. The proposed indicator is based on the nonlinear principal component analysis technique. Its properties are examined, and further analysis concerning its application to real data, the treatment of missing values and comparisons with other competitors is presented. Finally, findings with regard to data from an opinion survey are presented and discussed.