customer satisfaction

  1. R

    SPSS for Customer Satisfaction

    I have data collected with 5 Likert Scale Questionnaire to establish factors influencing customer satisfaction using online banking. The factors included Credibility, Efficiency, Ease of Use, Security, Problem Handling and Product/Service Portfolio. A total of 6 independent variables. In this...
  2. G

    Key driver analysis on customer satisfaction (CSAT)

    I have following data from a survey: 1) Customer satisfaction scores (scale 0-10) 2) Indication of which 3 service aspects respondents give highest priority (checkbox question where respondents can select up to 3 out of 14 options) What is the most appropriate statistical method for...
  3. M

    Grouping multiple survey question to obtain 1 Mean & Std. Dev.

    Hi, I am currently doing an academic research and I would like some advice on the following issue. The research is about age & gender differences in service quality / customer satisfaction. In my research questionnaire, I asked some service quality related questions. All questions were...
  4. M

    Help with Customer Satisfaction data analysis (Correlation/ANOVA)

    I'm working on an analysis of a customer satisfaction survey, where I'm trying analyze the link between respondent's stated likelihood to recommend the company and their profile data. I have a large amount of data (a few thousand respondents) and the particular survey question I'm analyzing...