An a priori latent segmentation procedure is proposed, which is based on an adaptation of the Consumer Disposition toward Satisfaction (CDS) scale. The disposition level is then used to define clusters of the respondents to the Customer Satisfaction annual survey of an Italian banking organization. In order to verify the evidence of a proper classification two different multivariate tests are suggested.

Boari, G., Cantaluppi, G., Scarzella, M., Giordano, M. G., Vescovo, L., An application of the Consumer Disposition toward Satisfaction (CDS) scale for a-priori segmentation, in MTISD 2008, Metodi, Modelli e Tecnologie dell’Informazione a Supporto delle Decisioni, Università del Salento, CD, (Lecce, 18-20 September 2008), Università del Salento, Lecce 2008: 1-4 [http://hdl.handle.net/10807/24276]

An application of the Consumer Disposition toward Satisfaction (CDS) scale for a-priori segmentation

Boari, Giuseppe;Cantaluppi, Gabriele;
2008

Abstract

An a priori latent segmentation procedure is proposed, which is based on an adaptation of the Consumer Disposition toward Satisfaction (CDS) scale. The disposition level is then used to define clusters of the respondents to the Customer Satisfaction annual survey of an Italian banking organization. In order to verify the evidence of a proper classification two different multivariate tests are suggested.
Inglese
MTISD 2008, Metodi, Modelli e Tecnologie dell’Informazione a Supporto delle Decisioni, Università del Salento, CD
MTISD 2008, Metodi, Modelli e Tecnologie dell Informazione a Supporto delle Decisioni
Lecce
18-set-2008
20-set-2008
978 88 8305 060 2
Boari, G., Cantaluppi, G., Scarzella, M., Giordano, M. G., Vescovo, L., An application of the Consumer Disposition toward Satisfaction (CDS) scale for a-priori segmentation, in MTISD 2008, Metodi, Modelli e Tecnologie dell’Informazione a Supporto delle Decisioni, Università del Salento, CD, (Lecce, 18-20 September 2008), Università del Salento, Lecce 2008: 1-4 [http://hdl.handle.net/10807/24276]
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/10807/24276
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