The role of discriminant analysis in the refinement of customer satisfaction assessment

• Main Authors: Verdessi BD (Author), Jara G (Author), Fuentes R (Author), Gonzalez JC (Author), Espejo F (Author), Azevedo AC de (Author)
• Format: Book
• Published: Universidade de São Paulo, 2000-01-01T00:00:00Z.
• Subjects: article
• Online Access: 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...