Evaluating service satisfaction using multivariate analysis

Gilvete Silvania Wolff Lírio, Adriano M Souza (Autoren)

Buch | Softcover

56 Seiten

2025
Our Knowledge Publishing (Verlag)
978-620-8-63359-2 (ISBN)

Titel nicht im Sortiment

Artikel merken

The search for quality in the services offered by companies has been growing gradually every year, since a customer who is satisfied with the service offered has been the main goal of companies seeking to remain competitive in the market. This study sought to assess the satisfaction of RBS-TV customers in the northwest region of the state of Rio Grande do Sul after receiving a particular service. To this end, a questionnaire was drawn up, which was divided into two parts: the first covering data related to the company, and the second part with questions about satisfaction with the service received. Multivariate methods were used, including Factor Analysis and Cluster Analysis, to identify the most statistically significant variables shown in the factorial plans. After the research, it was concluded that RBS-TV customers choose this media outlet because of the return they get from the media, the promptness of the agent who attends to them, the fact that the advertisement published met their needs and, lastly, the payment terms.

She has undergraduate and postgraduate degrees in Mathematics, Statistics and Quantitative Modeling and a Master's degree in Production Engineering. She is currently a full professor at the Universidade Regional Integrada do Alto Uruguai e das Missões-URI - Santo Ângelo Campus. Area of concentration - Probability and Statistics with an emphasis on Data Analysis and Mathematics.

Erscheinungsdatum	09.02.2025
Sprache	englisch
Maße	152 x 229 mm
Gewicht	86 g
Themenwelt	Mathematik / Informatik ► Mathematik ► Wahrscheinlichkeit / Kombinatorik
Schlagworte	cluster analysis • Customer Satisfaction • Factor Analysis • multivariate analysis • Service provision
ISBN-10	620-8-63359-1 / 6208633591
ISBN-13	978-620-8-63359-2 / 9786208633592
Zustand	Neuware