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The indirect scaling into the customer satisfaction : An approach based on the alternative use of the exponential and the normal distribution

Author

Listed:
  • Giovanni Portoso

    (SEMEQ Department - Faculty of Economics - University of Eastern Piedmont)

Abstract

In order to generate the values associated to the judgements expressed into the customer satisfaction, the psycometric method uses the normal distribution. In a few conditions this function is the cause of preposterous values, that distort the scaling procedure. In case of frequencies concentrated on the extreme categories, the assumption of the exponential, instead of the normal distribution, improves the judgements scaling. An approach, based on the alternative use of the standard normal and exponential distribution is developed; it gives good results.

Suggested Citation

  • Giovanni Portoso, "undated". "The indirect scaling into the customer satisfaction : An approach based on the alternative use of the exponential and the normal distribution," Working Papers 53, SEMEQ Department - Faculty of Economics - University of Eastern Piedmont.
    • Handle: RePEc:upo:upopwp:53
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    File URL: http://semeq.unipmn.it/files/semeq53.pdf
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    Cited by:

    1. E. Ciavolino & J. J. Dahlgaard, 2009. "Simultaneous Equation Model based on the generalized maximum entropy for studying the effect of management factors on enterprise performance," Journal of Applied Statistics, Taylor & Francis Journals, vol. 36(7), pages 801-815.

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