Several methods have been proposed in literature for the service quality evaluation. These models measure the gap between customer's expectations for excellence and their perceptions of actual service offered. In this paper we propose an extension of a techniques which allows to analyze jointly the expectations and perceptions data.
Customer Satisfaction Evaluation: An Approach Based on Simultaneous Diagonalization
Amenta P;Simonetti B
2005-01-01
Abstract
Several methods have been proposed in literature for the service quality evaluation. These models measure the gap between customer's expectations for excellence and their perceptions of actual service offered. In this paper we propose an extension of a techniques which allows to analyze jointly the expectations and perceptions data.File in questo prodotto:
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