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Title:

Masking problem in identification of service quality determinants with an application of the CART model - an example of the public services quality research in Poland

Group publication title:

Ekonometria = Econometrics

Title in english:

Econometrics

Creator:

Jefmański, Bartłomiej ; Łapczyński, Mariusz

Subject and Keywords:

CART ; masking of variables ; customer satisfaction ; maskowanie zmiennych ; satysfakcja klienta

Description:

Ekonometria = Econometrics, 2013, Nr 3 (41), s. 24-31

Abstrakt:

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.

Publisher:

Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu

Place of publication:

Wrocław

Date:

2013

Resource Type:

artykuł

Format:

application/pdf

Language:

eng

Relation:

Ekonometria = Econometrics, 2013, Nr 3 (41)

Rights:

Wszystkie prawa zastrzeżone (Copyright)

Access Rights:

Dla wszystkich w zakresie dozwolonego użytku

Location:

Uniwersytet Ekonomiczny we Wrocławiu