Saei, Ayoub and Alimoradi, Soroush
Random Component Threshold Models in a Customer Satisfaction Evaluation. Southampton, UK, Southampton Statistical Sciences Research Institute, 17pp.
(S3RI Methodology Working Papers, (M04/06) ).
The degree of customer satisfaction is measured on an ordinal scale in evaluating a customer opinion programme. Two random component threshold models are fitted to the results data. Estimation of the parameters in the models and variance components are given by residual maximum likelihood method. The predicted values of the probability of selecting a specific response category are given for all customers. A threshold is selected and customers are then divided into happy and unhappy groups.
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