New Frontiers

Article

Kenett, Ron; Salini, Silvia   (ASQ)  

Quality Progress    Vol. 42    No. 8
QICID: 24082    August 2009    pp. 30-36
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Article Abstract

A Bayesian network’s ability to graphically model cause and effect relationships between variables can be applied to customer satisfaction surveys to show how the distribution of responses to one question affects the responses to another question. The model can be used for diagnostic and prediction purposes and to provide management insights. Two examples illustrate how the Bayesian network is applied to data collected from annual customer satisfaction surveys.

Keywords

Data analysis, Customer surveys, Bayesian methods, Customer satisfaction (CS)


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