A multi-stage satisfaction index estimation model integrating structural equation modeling and mathematical programming
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References listed on IDEAS
- Grigoroudis, E. & Siskos, Y., 2004. "A survey of customer satisfaction barometers: Some results from the transportation-communications sector," European Journal of Operational Research, Elsevier, vol. 152(2), pages 334-353, January.
- Grigoroudis, E. & Siskos, Y., 2002. "Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method," European Journal of Operational Research, Elsevier, vol. 143(1), pages 148-170, November.
- Amjad D. Al-Nasser & Mohammad Y. Al-Rawwash & Anas S. Alakhras, 2011. "An approach to setting up a national customer satisfaction index: the Jordan case study," Journal of Applied Statistics, Taylor & Francis Journals, vol. 38(9), pages 1977-1993, December.
- Liu, Xiaohong & Zeng, Xianyi & Xu, Yang & Koehl, Ludovic, 2008. "A fuzzy model of customer satisfaction index in e-commerce," Mathematics and Computers in Simulation (MATCOM), Elsevier, vol. 77(5), pages 512-521.
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KeywordsCustomer satisfaction index; Citizen satisfaction index; Fuzzy pessimistic–optimistic approach; LISREL; ILOG Cplex Optimization; Estimation methods;
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