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Customer satisfaction study with the Electre Tri method: the case of smartphones

Simou Maria

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Summary

The present diploma thesis is referred to the conduct of a customer satisfaction study on smartphones. Customer satisfaction can be a very effective advantage in the market because it includes the knowledge of the skills and the performance of a company. This study occurs with the help of the Electre Tri method for the better outcome of the satisfaction level. This method is used for classification problems where alternatives are put in pre-existing categories depending on their criteria. More specifically, the classification of this study is on satisfaction classes according to the amount of services that the product provides. For the collection of the information needed for the study, a questionnaire is distributed to customers about their smartphones. When the information is taken, there is a statistical analysis for the elimination of the inappropriate elements for the sample. In addition, there is a determination of categories and their boundaries as well as a setting of preference and indifference thresholds. Finally, the Electre Tri method is compared to other methods for safer conclusions and for possible enhancement suggestions.

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