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

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

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...

Full description

Bibliographic Details
Main Authors: Verdessi BD, Jara G, Fuentes R, Gonzalez JC, Espejo F, Azevedo AC de
Format: Article
Language:English
Published: Universidade de São Paulo 2000-01-01
Series:Revista de Saúde Pública
Subjects:
Discriminant analysis
Customer satisfaction
Patient satisfaction
Total quality management
Quality assurance in health care
Quality assurance health care
Quality control
Quality of health care
Online Access:http://www.scielosp.org/scielo.php?script=sci_arttext&pid=S0034-89102000000600010

Internet

http://www.scielosp.org/scielo.php?script=sci_arttext&pid=S0034-89102000000600010

Similar Items