Customer Satisfaction Measurement Models: Generalised Maximum Entropy Approach
This paper presents the methodology of the Generalised Maximum Entropy (GME) approach for estimating linear models that contain latent variables such as customer satisfaction measurement models. The GME approach is a distribution free method and it provides better alternatives to the conventional method; Namely, Partial Least Squares (PLS), which used in the context of costumer satisfaction measurement. A simplified model that is used for the Swedish customer satis faction index (CSI) have been used to generate simulated data in order to study the performance of the GME and PLS. The results showed that the GME outperforms PLS in terms of mean square errors (MSE). A simulated data also used to compute the CSI using the GME approach.
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- Golan, Amos & Judge, George & Karp, Larry, 1996. "A maximum entropy approach to estimation and inference in dynamic models or Counting fish in the sea using maximum entropy," Journal of Economic Dynamics and Control, Elsevier, vol. 20(4), pages 559-582, April.
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