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Ekonometria = Econometrics, 2013, Nr 3 (41), s. 24-31
An important part of customer satisfaction surveys of the acquired service is toidentify the key factors affecting its quality. Since customer satisfaction is a complex categorythus its measurement and analysis require the use of multivariate statistical methods. One ofthem is the CART method (Classification and Regression Trees). Its use in the identificationof the key determinants of the quality of services may, however, be associated with theemergence of the so-called variable masking problem, that was characterized in the article.Possible ways of solving it were exemplified in the customer satisfaction survey results of oneof the Polish Municipal Offices.