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

• Main Authors: BD Verdessi (Author), G Jara (Author), R Fuentes (Author), JC Gonzalez (Author), F Espejo (Author), AC de Azevedo (Author)
• Format: Book
• Published: Universidade de São Paulo, 2000-12-01T00:00:00Z.
• 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...