CUSTOMER SATISFACTION

Academic Year:

2019/2020

Accademic year of supply:

2019/2020

Course code:

135904

Year of study:

Language:

Italian

Divisions:

Degree:

Course of 2nd Cycle Degree in BUSINESS ADMINISTRATION

Disciplinary Sector:

Statistics

Credits:

Course in italian:

see details

Prerequisites

Not required

Methods of Provision

Conventional

Contents

The course aims to provide basic statistical tools for the analysis and the evaluation of customer satisfaction. The first part of the course covers basic tools of descriptive and inference statistics by using Excel. In the second part the student satisfaction will be evaluated by student.

Objectives

he course aims to provide basic statistical tools for the analysis and the evaluation of customer satisfaction. The first part of the course covers basic tools of descriptive and inference statistics by using Excel. In the second part the student satisfaction will be evaluated by student. The purpose of the course is to provide a solid methodological background and data-analysis skill. In the second part of the course lectures in the computer room are given.

Expected results and skills

Achievement of skills on technical and practical aspects of customer satisfaction evaluations. Statistical applications will be deepened to manage the analytical results together with the application of the concepts of statistical model used to evaluate the customer satisfaction

Recommended Bibliography

Bob E. Hayes, Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods, ASQ Quality Press, 2008

Evaluation methods

Type of exam:

Oral

Verification of learning:

Written examination

Evaluation:

Final Mark

Extended Syllabus

Introduction to data analysis and Excel. Sampling techniques. Total Quality Management. Service evaluation. Measures of the service quality. Customer satisfaction and Customer Loyalty Servqual. Servperf. CSI and ECSI index. Case study: the evaluation of student satisfaction

Università di Foggia

Course year: 1

Course year: 2

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