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The scaling problems in service quality evaluation
ID Gallo, Michele (Avtor)

URLURL - Predstavitvena datoteka, za dostop obiščite http://mrvar.fdv.uni-lj.si/pub/mz/mz4.1/gallo.pdf Povezava se odpre v novem oknu

Izvleček
In service quality evaluation we have to treat data having different kinds of scales. In order to obtain a measure of the service quality level a conventional ordinal rating scale for each attribute of a service is used. Moreover additional information on the customers or on the objective characteristics of the service is available (interval, ordinal and or categorical scale). In the latter the importance or weight assigned to the different items must be also considered (compositional scale). To analyze these different kinds of data particular precaution should be used, a transformation of quality level perceived (expected) data in quantitative scale is carried out before a multidimensional data analysis. In literature more techniques are proposed for the quantification of ordinal data preserving the original characteristics. The aims of this paper are to analyze different ways to quantify ordinal data, and illustrate how the additional information on the customers or on the service could be used in the multidimensional analysis as external information.

Jezik:Angleški jezik
Vrsta gradiva:Delo ni kategorizirano
Tipologija:1.01 - Izvirni znanstveni članek
Organizacija:FDV - Fakulteta za družbene vede
Leto izida:2007
Št. strani:Str. 165-176
Številčenje:Vol. 4, no. 2
PID:20.500.12556/RUL-22566 Povezava se odpre v novem oknu
UDK:303
ISSN pri članku:1854-0023
COBISS.SI-ID:26516061 Povezava se odpre v novem oknu
Datum objave v RUL:11.07.2014
Število ogledov:496
Število prenosov:89
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Gradivo je del revije

Naslov:Metodološki zvezki
Skrajšan naslov:Metodol. zv.
Založnik:Fakulteta za družbene vede
ISSN:1854-0023
COBISS.SI-ID:215795712 Povezava se odpre v novem oknu

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