The role of discriminant analysis in the refinement of customer satisfaction assessment Papel da análise discriminante no aprimoramento da avaliação da satisfação dos usuários

• Hoofdauteurs: BD Verdessi (Auteur), G Jara (Auteur), R Fuentes (Auteur), JC Gonzalez (Auteur), F Espejo (Auteur), AC de Azevedo (Auteur)
• Formaat: Boek
• Gepubliceerd in: Universidade de São Paulo, 2000-12-01T00:00:00Z.
• Onderwerpen: article
• Online toegang: Connect to this object online.

OBJECTIVE: To test discriminant analysis as a method of turning the information of a routine customer satisfaction survey (CSS) into a more accurate decision-making tool. METHODS: A 7-question, 10-multiple choice, self-applied questionnaire was used to study a sample of patients seen in two outpatie...