Name: Evaluating Service Satisfaction Using Multivariate Analysis: A Case Study in a Telecommunications Company (en Inglés)
SKU: 63913207
Price: 49.99 USD
Availability: InStock
Author: Gilvete Silvania Wolff Lírio; Adriano M. Souza

portada Evaluating Service Satisfaction Using Multivariate Analysis: A Case Study in a Telecommunications Company (en Inglés)

Evaluating Service Satisfaction Using Multivariate Analysis: A Case Study in a Telecommunications Company (en Inglés)

Formato

Libro Físico

Editorial

Our Knowledge Publishing

Autor

Gilvete Silvania Wolff Lírio; Adriano M. Souza

Idioma

Inglés

N° páginas

Encuadernación

Tapa Blanda

ISBN13

9786208633592

Evaluating Service Satisfaction Using Multivariate Analysis: A Case Study in a Telecommunications Company (en Inglés)

Gilvete Silvania Wolff Lírio; Adriano M. Souza (Autor) · Our Knowledge Publishing · Tapa Blanda

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Reseña del libro "Evaluating Service Satisfaction Using Multivariate Analysis: A Case Study in a Telecommunications Company (en Inglés)"

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.