| Autor: |
Attar, Muhammad, Weheba, Gamal |
| Předmět: |
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| Zdroj: |
Journal of Management & Engineering Integration; Summer2015, Vol. 8 Issue 1, p57-65, 9p |
| Abstrakt: |
Surveys are efficient tools for measuring customer satisfaction. Indeed, customer feedback analysis is a challenging task and few guidelines have been provided on the dynamic validation of the survey design used. This study is aimed at the development of a framework that can be used to update the survey items based on customer response to open ended questions. An illustration of the proposed framework is provided through a case study involving applications of several qualitative and quantitative data analysis techniques. The results supported the need for dynamic validation to help identify new requirements and emerging patterns of customers' expectations. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Complementary Index |
| Externí odkaz: |
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