Problemi e ruolo dei metodi statistici per la valutazione dei servizi collegati ai sistemi di produzione dei beni

Gabriele Cantaluppi, Umberto Magagnoli

Risultato della ricerca: Contributo in rivistaArticolo in rivistapeer review

Abstract

This paper gives a brief overview of the statistical methods concerning new features in Quality Control either in the productive and distributive system or in the services. Since consideration to the quality of goods and services is favoured by complexity and innovation of the productive systems, market and know-how globalisation, increasing of the information through the diffusion of data processing, it is shown the role that the statistical methods cover in such a context as a result of the addition to the traditional methodologies of the Quality Control, already innovated by Total Quality Methods and Taguchi Methods, of methods to verify the Service Quality and to test the Customer Satisfaction. Some of the main statistical methodologies related to the above-mentioned subjects are given and compared.
Titolo tradotto del contributo[Autom. eng. transl.] Problems and role of statistical methods for the evaluation of services connected to goods production systems
Lingua originaleItalian
pagine (da-a)183-199
Numero di pagine17
RivistaRIVISTA DI ECONOMIA E STATISTICA DEL TERRITORIO
Stato di pubblicazionePubblicato - 2007

Keywords

  • Customer Satisfaction
  • SERVQUAL
  • Structural Equation Models with Latent Variables
  • Taguchi Methods
  • Total Quality Management

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