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The importance that users or customers attach to various services and products is an essential part of customer satisfaction surveys. Some proposals for linking satisfaction and importance can be found in available literature. The objective is to identify and understand the dimensions with high importance but low perceived quality. These dimensions are primary candidates for focused improvement initiatives...
Two non-standard techniques – the Rasch Model and Nonlinear Principal Components Analysis – originally proposed in other fields are presented and discussed to measure the opinion of European citizens about utilities. The Eurobarometer survey data are thus considered. The potential of both methods and their complementary use are highlighted; in particular the methods allow the questionnaire to be calibrated,...
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