The importance that users or customers attach to various services and products is an essential part of customer satisfaction surveys. Some proposals for linking satisfaction and importance can be found in available literature. The objective is to identify and understand the dimensions with high importance but low perceived quality. These dimensions are primary candidates for focused improvement initiatives. In this study, we propose to apply a class of statistical models, denoted as CUB models, generally used to estimate the feeling and the uncertainty, to measure the importance of items on observed overall satisfaction. A questionnaire with explicit variables of importance for each dimension is considered to compare the obtained ranks with the observed ones. Then the estimated importance and the perceived quality, both obtained with the CUB models, will be jointly analyzed in different datasets coming from various fields. This approach will be compared with some others reported in the literature

Model-based approach for importance–performance analysis / F. Cugnata, S. Salini. - In: QUALITY & QUANTITY. - ISSN 0033-5177. - (2013 Oct), pp. 1-12. [Epub ahead of print]

Model-based approach for importance–performance analysis

S. Salini
2013

Abstract

The importance that users or customers attach to various services and products is an essential part of customer satisfaction surveys. Some proposals for linking satisfaction and importance can be found in available literature. The objective is to identify and understand the dimensions with high importance but low perceived quality. These dimensions are primary candidates for focused improvement initiatives. In this study, we propose to apply a class of statistical models, denoted as CUB models, generally used to estimate the feeling and the uncertainty, to measure the importance of items on observed overall satisfaction. A questionnaire with explicit variables of importance for each dimension is considered to compare the obtained ranks with the observed ones. Then the estimated importance and the perceived quality, both obtained with the CUB models, will be jointly analyzed in different datasets coming from various fields. This approach will be compared with some others reported in the literature
CUB models; Customer satisfaction; Ordinal variables; Service quality
Settore SECS-S/01 - Statistica
ott-2013
Article (author)
File in questo prodotto:
File Dimensione Formato  
Q&Q_2013.pdf

accesso riservato

Tipologia: Post-print, accepted manuscript ecc. (versione accettata dall'editore)
Dimensione 387.49 kB
Formato Adobe PDF
387.49 kB Adobe PDF   Visualizza/Apri   Richiedi una copia
Pubblicazioni consigliate

I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.

Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/2434/232040
Citazioni
  • ???jsp.display-item.citation.pmc??? ND
  • Scopus 12
  • ???jsp.display-item.citation.isi??? 10
social impact