Customer Satisfaction Measurement with Dummy Variable Regression with Constraints
نویسنده
چکیده
A new method for measuring and analyzing customer satisfaction is presented in this paper. The mathematical model expresses the fundamental relationship between criteria and the overall utility which expresses the global customer satisfaction. The procedure used to estimate the basic model is dummy variable regression with constraints. The method can very simply consider nonmetric data by codification of the criteria levels so in that way is possible to consider the qualitative judgments and preferences of the customer. The method accounts for the non-linear response of customer satisfaction to the performance of different product/service criteria. The paper presents the interpretation of the results based on the utility functions for each criterion. The main advantages of the method are discussed and future research about this topic is proposed.
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