Evaluating service satisfaction using multivariate analysis: A case study in a telecommunications company - Couverture souple

Wolff Lírio, Gilvete Silvania; Souza, Adriano M.

 
9786208633592: Evaluating service satisfaction using multivariate analysis: A case study in a telecommunications company
Couverture souple
ISBN 10 : 6208633591 ISBN 13 : 9786208633592
Editeur : Our Knowledge Publishing, 2025

Synopsis

The search for quality in the services offered by companies has been growing gradually every year, since a customer who is satisfied with the service offered has been the main goal of companies seeking to remain competitive in the market. This study sought to assess the satisfaction of RBS-TV customers in the northwest region of the state of Rio Grande do Sul after receiving a particular service. To this end, a questionnaire was drawn up, which was divided into two parts: the first covering data related to the company, and the second part with questions about satisfaction with the service received. Multivariate methods were used, including Factor Analysis and Cluster Analysis, to identify the most statistically significant variables shown in the factorial plans. After the research, it was concluded that RBS-TV customers choose this media outlet because of the return they get from the media, the promptness of the agent who attends to them, the fact that the advertisement published met their needs and, lastly, the payment terms.

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Éditeur
Our Knowledge Publishing
Date d'édition
2025
Langue
anglais
ISBN 10 
6208633591
ISBN 13 
9786208633592
Reliure
Broché
Nombre de pages
56
Coordonnées du fabricant
non disponible
Personne responsable
non disponible