کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1032763 | 943260 | 2014 | 12 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
MUSA-INT: Multicriteria customer satisfaction analysis with interacting criteria
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کلمات کلیدی
موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
استراتژی و مدیریت استراتژیک
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چکیده انگلیسی
We are considering the problem of measuring and analyzing customer satisfaction concerning a product or a service evaluated on multiple criteria. The proposed methodology generalizes the MUSA (MUlticriteria Satisfaction Analysis) method. MUSA is a preference disaggregation method that, following the principle of ordinal regression analysis, finds an additive utility function representing both the comprehensive satisfaction level of a set of customers and a marginal satisfaction level with respect to each criterion. Differently from MUSA, the proposed approach, that we will call MUSA-INT, takes also into account positive and negative interactions among criteria, similarly to the multicriteria method UTAGMS-INT. Our method accepts evaluations on criteria with different ordinal scales which do not need to be transformed into a unique cardinal scale prior to the analysis. Moreover, instead of a single utility function, MUSA-INT can also take into account a set of utility functions representing customers' satisfaction, adopting the robust ordinal regression methodology. An illustrative example shows how the proposed methodology can be applied on a customers' survey.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Omega - Volume 42, Issue 1, January 2014, Pages 189-200
Journal: Omega - Volume 42, Issue 1, January 2014, Pages 189-200
نویسندگان
Silvia Angilella, Salvatore Corrente, Salvatore Greco, Roman SÅowiÅski,