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Statistical Methods and Applications from a Historical Perspective pp 359–369Cite as

Recent Developments in Multidimensional Analysis for Customer Satisfaction

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Abstract

The paper aims at showing some recent methodological evolutions for analyzing Customer Satisfaction (CS) models, by using Structural Equation Model (SEM) based on the information theoretic approach, and the method of the Cumulative Correspondence Analysis (CCA) in case of ordered categorical variables in a multifactor state system based on Taguchi’s statistic.

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Author information

Authors and Affiliations

  1. Dipartimento di Economia, Management, Istituzioni Università di Napoli Federico II, Naples, Italy

    Luigi D’Ambra

  2. History, Society and Human Studies, Università del Salento, Lecce, Italy

    Enrico Ciavolino

Authors
  1. Luigi D’Ambra
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  2. Enrico Ciavolino
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Corresponding author

Correspondence to Luigi D’Ambra .

Editor information

Editors and Affiliations

  1. National Institute of Statistics, Istat Head of Office for Census Methods, Rome, Italy

    Fabio Crescenzi

  2. University of Bologna Department of Statistical Sciences, Bologna, Italy

    Stefania Mignani

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D’Ambra, L., Ciavolino, E. (2014). Recent Developments in Multidimensional Analysis for Customer Satisfaction. In: Crescenzi, F., Mignani, S. (eds) Statistical Methods and Applications from a Historical Perspective. Studies in Theoretical and Applied Statistics(). Springer, Cham. https://doi.org/10.1007/978-3-319-05552-7_31

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