Interval Estimation for Service Capability Indices
| Autor: | Li Shu Chun, 李淑君 |
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| Rok vydání: | 2016 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 104 In a highly competitive consumer market, consumers not only pay attention to product quality but also to service quality. A good service quality can help firms to effectively retain customers and keep sustainable development. So the service quality can be assessed using the quantifiable indices. This study conduct interval estimation for three service capability indices (SCIs) based on Yu (2013). The concept of the definitions is incorporating the Taguchi’s quadratic loss function, zone of tolerance, and three-factor theory. Using a questionnaire survey, the service quality is evaluated based on the point estimation in his paper. However, the problem exists in the distribution of questionnaire scores. This problem will trouble in the practical application. Therefore, three SCIs are redefined and interval estimations are derived by the maximum likelihood estimation. A series of simulations is conducted to examine the performance of the proposed method by using their coverage rates and average lower confidence bounds. Finally, a practical example will be given to illustrate the applicability of the proposed method. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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