Please use this identifier to cite or link to this item: https://hdl.handle.net/10216/67430
Author(s): José Sarsfield Cabral
Helena Alvelos
Title: The problem of assessing customers satisfaction through questionnaires
Issue Date: 2003
Abstract: The task of measuring customers satisfaction is a complex one. Questionnaires are generally used, not just toassess the level of customer satisfaction in a given moment, but to grasp its evolution over time as well. In this case,questionnaires must be repeated periodically. These questionnaires are generally based on a number of questions orstatements whose answers should be fitted in a Likert scale. The present article addresses two issues related to theemployment of this type of questionnaires: (i) the use of control charts in monitoring the results and (ii) the interpretation ofsignificant changes in the satisfaction profile. It is concluded that the modified p and the 2 control charts should be usedtogether, since they are not able to detect statistically significant changes in the satisfaction profile under somecircumstances. Considering the difficulties that arise in interpreting the occurrence of an out-of-control point, a new methodbased on value concepts is hereby referred as a tool to help decision-makers.
URI: https://repositorio-aberto.up.pt/handle/10216/67430
Source: Proceedings of the 8th Annual International Conference on Industrial Engineering Theory, Applications and Practice
Document Type: Artigo em Livro de Atas de Conferência Internacional
Rights: restrictedAccess
License: https://creativecommons.org/licenses/by-nc/4.0/
Appears in Collections:FEUP - Artigo em Livro de Atas de Conferência Internacional

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