CINECA IRIS Institutional Research Information System
IRIS è l'Anagrafe della ricerca dell'Università degli Studi di Trento, e ha lo scopo di raccogliere, documentare, diffondere e conservare le informazioni relative alla produzione scientifica degli autori afferenti all'Università degli Studi di Trento.
EnglishThe aim of this paper is to define a new approach for the analysis of data collected by means of SERVQUAL questionnaires which is based on the generalized cross entropy (GCE) approach. In this respect, we firstly give a short review about the important role that SERVQUAL plays in the analysis of service quality as well as in the assessment of the competitiveness of public and private organizations. Secondly, we provide a formal definition of GCE approach together with a brief discussion about its features and usefulness. Finally, we show the application of GCE for a SERVQUAL model, based on a patients’ satisfaction case study and we discuss the results obtained by using the proposed GCE-SERVQUAL methodology.
Scheda prodotto non validato
I dati visualizzati non sono stati ancora sottoposti a validazione formale da parte dello Staff di IRIS, ma sono stati ugualmente trasmessi al Sito Docente Cineca (Loginmiur).
| Titolo: | Generalized cross entropy method for analysing the SERVQUAL model |
| Autori Unitn: | |
| Anno di pubblicazione: | 2014 |
| Titolo del periodico: | |
| Citazione: | Generalized cross entropy method for analysing the SERVQUAL model / E. Ciavolino;A. Calcagnì. - In: JOURNAL OF APPLIED STATISTICS. - ISSN 0266-4763. - 2014(2014), pp. 1-15. |
| Abstract: | The aim of this paper is to define a new approach for the analysis of data collected by means of SERVQUAL questionnaires which is based on the generalized cross entropy (GCE) approach. In this respect, we firstly give a short review about the important role that SERVQUAL plays in the analysis of service quality as well as in the assessment of the competitiveness of public and private organizations. Secondly, we provide a formal definition of GCE approach together with a brief discussion about its features and usefulness. Finally, we show the application of GCE for a SERVQUAL model, based on a patients’ satisfaction case study and we discuss the results obtained by using the proposed GCE-SERVQUAL methodology. |
| Handle: | http://hdl.handle.net/11572/97547 |
| Appare nelle tipologie: | 03.1 Articolo su rivista (Journal article) |
File in questo prodotto:
http://hdl.handle.net/11572/97547
Copyright © 2018