IDEAS home Printed from https://ideas.repec.org/a/wly/apsmbi/v28y2012i6p571-584.html
   My bibliography  Save this article

Bayesian hierarchical models to analyze customer satisfaction data for quality improvement: a case study

Author

Listed:
  • Mauro Gasparini
  • Franco Pellerey
  • Mauro Proietti

Abstract

Customer satisfaction data collected by a large cellular phone service provider are to be used to evaluate and improve the quality of their service. For this purpose, we propose a Bayesian treatment of a joint‐response chain graph relating partial assessments of specific aspects of quality to an overall assessment of the service quality. The resulting Bayesian model can be used to render basic geographical and temporal differentiation, allowing the company to undertake direct corrective actions. Both normal and binary models are considered for our customer satisfaction data and are compared with other currently used methods in the study of customer satisfaction. Copyright © 2011 John Wiley & Sons, Ltd.

Suggested Citation

  • Mauro Gasparini & Franco Pellerey & Mauro Proietti, 2012. "Bayesian hierarchical models to analyze customer satisfaction data for quality improvement: a case study," Applied Stochastic Models in Business and Industry, John Wiley & Sons, vol. 28(6), pages 571-584, November.
    • Handle: RePEc:wly:apsmbi:v:28:y:2012:i:6:p:571-584
    DOI: 10.1002/asmb.932
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/asmb.932
    Download Restriction: no
    File URL: https://libkey.io/10.1002/asmb.932?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mariana Strenitzerová & Ján Gaňa, 2018. "Customer Satisfaction and Loyalty as a Part of Customer-Based Corporate Sustainability in the Sector of Mobile Communications Services," Sustainability, MDPI, vol. 10(5), pages 1-17, May.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:wly:apsmbi:v:28:y:2012:i:6:p:571-584. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: https://doi.org/10.1002/(ISSN)1526-4025 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.