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Modern analysis of customer satisfaction surveys: comparison of models and integrated analysis

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  • Ron S. Kenett
  • Silvia Salini

Abstract

Customer satisfaction is a key dimension driving business outcomes and performance of processes in service and product organizations. Measuring customer satisfaction is typically based on self‐declared or interview‐based questionnaires where users or consumers are asked to express opinions on statements, or satisfaction scales, mapping out various interactions with the service provider or product supplier. The topic has gained importance in recent years with researchers proposing new models and methods for designing, implementing, and analyzing customer satisfaction surveys. This paper builds on material presented in a recent edited book entitled Modern Analysis of Customer Satisfaction Surveys (Kenett and Salini, 2011). The book provides a comprehensive exposition of a variety of models that have all been applied to the same data set by leading experts. These models generate a variety of management insights. Combining models opens up opportunities for further research and applications. Specifically, we suggest that an integrated analysis, aggregating several approaches to survey data analysis, may prove effective in increasing the information quality derived from of a customer satisfaction survey. Copyright © 2011 John Wiley & Sons, Ltd.

Suggested Citation

  • Ron S. Kenett & Silvia Salini, 2011. "Modern analysis of customer satisfaction surveys: comparison of models and integrated analysis," Applied Stochastic Models in Business and Industry, John Wiley & Sons, vol. 27(5), pages 465-475, September.
    • Handle: RePEc:wly:apsmbi:v:27:y:2011:i:5:p:465-475
    DOI: 10.1002/asmb.927
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    Cited by:

    1. Paolo Castelnovo & Martina Dal Molin, 2021. "The learning mechanisms through public procurement for innovation: The case of government‐funded basic research organizations," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 92(3), pages 411-446, September.
    2. Domenico Piccolo & Rosaria Simone, 2019. "The class of cub models: statistical foundations, inferential issues and empirical evidence," Statistical Methods & Applications, Springer;Società Italiana di Statistica, vol. 28(3), pages 389-435, September.
    3. Violetta Simonacci & Michele Gallo, 2017. "Statistical tools for student evaluation of academic educational quality," Quality & Quantity: International Journal of Methodology, Springer, vol. 51(2), pages 565-579, March.
    4. Alfio Ferrara & Silvia Salini, 2012. "Ten challenges in modeling bibliographic data for bibliometric analysis," Scientometrics, Springer;Akadémiai Kiadó, vol. 93(3), pages 765-785, December.
    5. Hamed Taherdoost & Mitra Madanchian, 2021. "Empirical Modeling of Customer Satisfaction for E-Services in Cross-Border E-Commerce," Post-Print hal-03741849, HAL.
    6. Peter Martey Addo & Dominique Guegan & Bertrand Hassani, 2018. "Credit Risk Analysis Using Machine and Deep Learning Models," Risks, MDPI, vol. 6(2), pages 1-20, April.
    7. Mohamed Hanafy & Ruixing Ming, 2021. "Machine Learning Approaches for Auto Insurance Big Data," Risks, MDPI, vol. 9(2), pages 1-23, February.
    8. Federica Cugnata & Silvia Salini, 2014. "Model-based approach for importance–performance analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(6), pages 3053-3064, November.
    9. Ron S. Kenett & Giancarlo Manzi & Carmit Rapaport & Silvia Salini, 2022. "Integrated Analysis of Behavioural and Health COVID-19 Data Combining Bayesian Networks and Structural Equation Models," IJERPH, MDPI, vol. 19(8), pages 1-26, April.
    10. Antonino Mario Oliveri & Gabriella Polizzi & Anna Maria Parroco, 2019. "Measuring Tourist Satisfaction Through a Dual Approach: The 4Q Methodology," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 146(1), pages 361-382, November.

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