Abstract
We consider the problem of measurement scales, which is an essential issue with regard every
statistical analysis, in particular also in the analysis of Customer Satisfaction (CS) surveys.1
In Section 4.2 we present the problem of scale construction and the different types of
scales, commonly used in CS surveys, that is the nominal, ordinal, interval and ratio scales.
In Section 4.3 we consider the problem of obtaining an interval scale from an ordinal one;
the resulting scale has a more informative characterization. In this context scaling methods
are taken into account to obtain also a unifying scale for a set of homogeneous item in a
questionnaire.
| Lingua originale | English |
|---|---|
| Titolo della pubblicazione ospite | MODERN ANALYSIS OF CUSTOMER SURVEYS: WITH APPLICATION USING R |
| Editor | RON KENETT, SILVIA SALINI |
| Pagine | 55-70 |
| Numero di pagine | 16 |
| Stato di pubblicazione | Pubblicato - 2012 |
Keywords
- scales