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A multi-criteria and statistical framework for measuring and analysing customers’ experience

Matsatsinis Nikolaos, Evangelia Krassadaki

Απλή Εγγραφή


URIhttp://purl.tuc.gr/dl/dias/CD1D30DC-E91A-4FBB-9ABC-0F4AFE061814-
Αναγνωριστικόhttps://doi.org/10.1504/IJDSS.2015.067272-
Γλώσσαen-
Μέγεθος24 pagesen
ΤίτλοςA multi-criteria and statistical framework for measuring and analysing customers’ experienceen
ΔημιουργόςMatsatsinis Nikolaosen
ΔημιουργόςΜατσατσινης Νικολαοςel
ΔημιουργόςEvangelia Krassadakien
ΕκδότηςInderscienceen
ΠερίληψηA multi-criteria and statistical framework for measuring and analysing experience of customers is presented in this paper. It is based on a pre- and post-experience measurement, which is expressed by the same group of customers. The four-step methodological framework utilises the multi-criteria method MUSA in conjunction with the non-parametric Wilcoxon signed-rank test and proposes a set of indices and further results. The basic advantages of the proposed methodological framework are: It examines the pre- and post-experience, it considers the qualitative form of customers’ preference, assessment, etc., it analyses experience as multi-criteria aspect, it utilises multi-criteria analysis methods, and it combines the results of two different approaches (optimisation and inference statistics). Furthermore, the development of a set of quantitative indices and a perceptual map confirm the effective support of the experience evaluation problem. The paper presents an example that demonstrates the implementation process of the methodology.en
ΤύποςPeer-Reviewed Journal Publicationen
ΤύποςΔημοσίευση σε Περιοδικό με Κριτέςel
Άδεια Χρήσηςhttp://creativecommons.org/licenses/by/4.0/en
Ημερομηνία2015-11-04-
Ημερομηνία Δημοσίευσης2015-
Θεματική ΚατηγορίαDecision-making (Ethics)en
Θεματική Κατηγορίαdecision making moral and ethical aspectsen
Θεματική Κατηγορίαdecision making ethicsen
Βιβλιογραφική ΑναφοράE. Krassadaki, N.F. Matsatsinis ," A multi-criteria and statistical framework for measuring and analysing customers’ experience,"Intern. J.l of Decision Sup. Systems,vol. 1 ,no. 1, pp. 18-41,2015.doi:10.1504/IJDSS.2015.067272en

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