Masking problem in identification of service quality determinants with an application of the cart model – an example of the public services quality research in Poland

• Authors: Bartłomiej Jefmański , Mariusz Łapczyński
• Languages of publication: EN

Abstracts

EN

An important part of customer satisfaction surveys of the acquired service is to identify the key factors affecting its quality. Since customer satisfaction is a complex category thus its measurement and analysis require the use of multivariate statistical methods. One of them is the CART method (Classification and Regression Trees). Its use in the identification of the key determinants of the quality of services may, however, be associated with the emergence of the so-called variable masking problem, that was characterized in the article. Possible ways of solving it were exemplified in the customer satisfaction survey results of one of the Polish Municipal Offices.

Keywords

EN

CART; masking of variables; customer satisfaction

• Publisher: Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
• Journal: Econometrics. Ekonometria. Advances in Applied Data Analytics
• Year: 2013
• Issue: 3(41)
• Pages: 24-31

Contributors

author

Bartłomiej Jefmański

• Wroclaw University of Economics

author

Mariusz Łapczyński

• Cracow University of Economics

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