Common Optimal Scaling for Customer Satisfaction Models: a point to Cobb-Douglas’ form

Paolo CHIRICO

doi:10.1007/978-3-642-03739-9

Common Optimal Scaling for Customer Satisfaction Models: a point to Cobb-Douglas’ form

Dipartimento di Giurisprudenza e Scienze Politiche, Economiche e Sociali

Risultato della ricerca: Capitolo in libro/report/atti di convegno › Contributo in volume (Capitolo o Saggio) › peer review

Abstract

The first aim of this paper is to present a singular algorithm of ALSOS’s (Alternating Least Squares with Optimal Scaling). It allows to assign the same scaling to all variables measured on the same ordinal scale in a categorical regression. The algorithm is applied to a regression model to measure and evaluate Customer Satisfaction (CS) in a sanitary case. The results seem to support the use of multiplicative models like Cobb-Douglas’s, to analyze how the overall CS of goods or services is shaped. According to this evidence, the second aim intend to suggest a theory about the overall CS very similar to theory about utility in Marginal Economics.

Lingua originale	Inglese
Titolo della pubblicazione ospite	Data Analysis and Classification: from the exploratory to the confirmatory approach
Editore	Springer-Verlag
Pagine	137-144
Numero di pagine	8
ISBN (stampa)	9783642037382
DOI	https://doi.org/10.1007/978-3-642-03739-9
Stato di pubblicazione	Pubblicato - 1 gen 2010

Keywords

ALSOS
Customer Satisfaction
Cobb-Douglas models

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10.1007/978-3-642-03739-9

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Common Optimal Scaling for Customer Satisfaction Models: a point to Cobb-Douglas’ form

Abstract

Keywords

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