Catálogo de publicaciones - tesis
Título de Acceso Abierto
Service quality measurement: a new methodology
Andrés Redchuk Javier Martínez Moguerza
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Resumen/Descripción – provisto por el repositorio digital
The aim of this work is to present a new methodology tomeasure the quality of a service. A nonparametric model isdeveloped in which customers evaluate the overall service qualityand a set of dimensions or attributes that determine this servicequality.The model assumes that overall service quality isdetermined by a linear combination of attributes evaluationswith some unknown weights and that different customers mayhave different weights for the attributes.The nonparametric techniques are based in NearestNeighbours combined with Restricted Least Squared methods.The model is applied to several simulated data sets wherewe know the true value of the parameters of the model. Then we have applied the methodology to a specific set ofdata from CABINTEC (“Intelligent cabin truck for roadtransport”).Finally, the methodology is applied to the measurement ofthe quality of the postgraduate courses of a public SpanishUniversity.The methodology, that we call ALR Adaptive LocalRegression, have demonstrate be able to treat these kind of data.ALR permits to calculate the weight that customer assignsto each quality attribute of the service.Palabras clave – provistas por el repositorio digital
Ciencias de la Computación; Estadística; calidad de servicio; medición; Optimización
Disponibilidad
| Institución detectada | Año de publicación | Navegá | Descargá | Solicitá |
|---|---|---|---|---|
| No requiere | 2010 | CIC Digital (SNRD) |
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Información
Tipo de recurso:
tesis
Idiomas de la publicación
- español castellano
País de edición
Argentina
Fecha de publicación
2010-04-01
Información sobre licencias CC
