A Bayesian control chart for Service Quality Control
نویسنده
چکیده
Service quality is becoming a strategic factor to retain existing customers and acquire new ones. It can be directly related to the extent to which the service successfully fulfills the needs of a customer and is often measured through questionnaires that are submitted to a population of customers. Different approaches have been proposed in the literature to analyze collected data. This paper presents a new technique aimed at overcoming some limitations of current methods and to go further exploring the way in which this analysis can be used to design a control chart to monitor service quality with time.
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