Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey. Key features: Provides an integrated, case-studies based approach to analysing customer survey data. Presents a general introduction to customer surveys, within an organization’s business cycle. Contains classical techniques with modern and non standard tools. Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments. Accompanied by a supporting website containing datasets and R scripts. Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields.
Il lavoro di ricerca ha come oggetto di studio la valutazione della ricerca universitaria, in un momento in cui il tema della distribuzione delle risorse pubbliche in base a criteri di efficienza e merito è al centro del dibatito politico ed economico. Vengono esaminate e messe a confronto cinque realtà universitarie di paesi europei, al tempo stesso si cerca di evidenziare, atraverso un’indagine campionaria, la percezione dei sistemi di valutazione da parte di ricercatori degli stessi paesi. Lo studio si propone di verificare l’ipotesi che un sistema rigoroso di valutazione della ricerca sia condizione necessaria, ma non sufficiente per produrre un innalzamento qualitativo della ricerca universitaria. Nel nostro paese è imprescindibile un intervento in termini di politiche pubbliche, che valorizzi la ricerca a partire da un più adeguato investimento economico. - The research project focuses on the evaluation of university research, at a moment when a central issue in the political and economic debate is the distribution of public resources based on criteria of efficiency and merit. Five universities in European countries are analyzed and compared, and the perceptions held by the researchers in those countries about evaluation systems are assessed through a survey.The study aims to demonstrate that a rigorous system of research evaluation is a necessary, though insufficient, condition to create an increase in the quality of university research. In our country, what is needed is the enactment of public policies supporting research, beginning with a more adequate economic investment.
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