The role of discriminant analysis in the refinement of customer satisfaction assessment

OBJECTIVE: To test discriminant analysis as a method of turning the information of a routine customer satisfaction survey (CSS) into a more accurate decision-making tool. METHODS: A 7-question, 10-multiple choice, self-applied questionnaire was used to study a sample of patients seen in two outpatie...

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Główni autorzy:	BD Verdessi, G Jara, R Fuentes, JC Gonzalez, F Espejo, AC de Azevedo
Format:	Artigo
Język:	Inglês
Wydane:	Universidade de São Paulo 2000-12-01
Seria:	Revista de Saúde Pública
Hasła przedmiotowe:	Análise discriminante Satisfação dos consumidores Satisfação do paciente Gestão de qualidade total Garantia de qualidade dos cuidados de saúde Controle da qualidade Qualidade dos cuidados de saúde
Dostęp online:	http://www.scielo.br/scielo.php?script=sci_arttext&pid=S0034-89102000000600010&lng=en&tlng=en
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