Random Component Threshold Models in a Customer Satisfaction Evaluation

Saei, Ayoub and Alimoradi, Soroush (2004) Random Component Threshold Models in a Customer Satisfaction Evaluation (S3RI Methodology Working Papers, M04/06) Southampton, UK. Southampton Statistical Sciences Research Institute, University of Southampton 17pp.

Record type: Monograph (Project Report)

Abstract

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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Published date: 2004

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Local EPrints ID: 8179

URI: http://eprints.soton.ac.uk/id/eprint/8179

PURE UUID: 0351fa89-6daf-46e7-9021-0cacc6abc08d

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Date deposited: 11 Jul 2004

Last modified: 15 Mar 2024 04:51

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Author: Ayoub Saei

Author: Soroush Alimoradi

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