Un indice di Customer Satisfaction per scale di valutazione con categorie ordinali bilanciate
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In this note we analyse a customer satisfaction indicator, normalized between –1 e +1, according to a valuation scale with balanced ordinal items. It is a mean index, which changes in accordance with the different position of the relative frequencies into the distributions derived from the customers judgments. The calculation of the deviance and its decomposition in sub-groups allows us to develop inference approaches. In the following we perform an application to three samples of students attending the three faculties settled in Novara; they give their judgements about the secretarial staff availability, politeness and efficiency in every faculty. Using the Anova, we deduce different valuations that offer, sometimes, statistically significant index both according to the students sex and to the secretarial staff of the attended faculties.
Keywords: scale di Likert, indice di customer satisfaction normalizzato, scomposizione della devianza, Anova. Author biographyGiovanni Portoso, Dipartimento di Scienze Economiche e Metodi Quantitativi (SEMEQ), Facoltà di Economia, Via Perrone, 18 – 28100 NOVARA (e-mail: portoso@eco.unipmn.it). |
