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

Matsatsinis Nikolaos, Evangelia Krassadaki

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URIhttp://purl.tuc.gr/dl/dias/CD1D30DC-E91A-4FBB-9ABC-0F4AFE061814-
Identifierhttps://doi.org/10.1504/IJDSS.2015.067272-
Languageen-
Extent24 pagesen
TitleA multi-criteria and statistical framework for measuring and analysing customers’ experienceen
CreatorMatsatsinis Nikolaosen
CreatorΜατσατσινης Νικολαοςel
CreatorEvangelia Krassadakien
PublisherInderscienceen
Content SummaryA 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
Type of ItemPeer-Reviewed Journal Publicationen
Type of ItemΔημοσίευση σε Περιοδικό με Κριτέςel
Licensehttp://creativecommons.org/licenses/by/4.0/en
Date of Item2015-11-04-
Date of Publication2015-
SubjectDecision-making (Ethics)en
Subjectdecision making moral and ethical aspectsen
Subjectdecision making ethicsen
Bibliographic CitationE. 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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