This paper provides an overview of the main types of surveys carried out for customer satisfaction analysis according to the dimension of the firm and to the data collection method. Different errors can be generated by these methods, causing biases in the results. We focus on the self-selection error and we employ three methods to correct the bias associated to it. A simulation underlines the performances of the three methodologies.

Errors in customer satisfaction surveys and methods to correct self-selection bias / G. Nicolini, L. Dalla Valle. - In: QUALITY TECHNOLOGY & QUANTITATIVE MANAGEMENT. - ISSN 1684-3703. - 8:2(2011), pp. 167-181.

Errors in customer satisfaction surveys and methods to correct self-selection bias

G. Nicolini
Primo
;
L. Dalla Valle
Ultimo
2011

Abstract

This paper provides an overview of the main types of surveys carried out for customer satisfaction analysis according to the dimension of the firm and to the data collection method. Different errors can be generated by these methods, causing biases in the results. We focus on the self-selection error and we employ three methods to correct the bias associated to it. A simulation underlines the performances of the three methodologies.
Customer satisfaction surveys; Heckman two-step procedure; Hierarchical Bayesian approach; Propensity score matching; Self-selection bias
Settore SECS-S/01 - Statistica
2011
Article (author)
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/2434/151950
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