Events and Meetings of Italian Statistical Society, Advances in Latent Variables - Methods, Models and Applications

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Customer Satisfaction and Compositional Biplot
Michele Gallo

Last modified: 2013-06-16

Abstract


When dealing with customer satisfaction a set of attributes are assessed through a group of items where each of such items has the same ordinal scale measurement. In order to respect the nature of the data regarding customer satisfaction, a compositional analysis is proposed so as to obtain results that do not depend on the subjective scale that is used by every single customer. Finally, two types of biplots are used to interpret the compositional results.

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