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

• Главные авторы: BD Verdessi (Автор), G Jara (Автор), R Fuentes (Автор), JC Gonzalez (Автор), F Espejo (Автор), AC de Azevedo (Автор)
• Формат: ‌
• Опубликовано: Universidade de São Paulo, 2000-12-01T00:00:00Z.
• Предметы: article
• Online-ссылка: 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...