Composite indicators should ideally measuremultidimensional concepts which cannot be captured by a singlevariable. In this paper, we suggest a method based on fuzzy settheory for the construction of a fuzzy synthetic index of a latentphenomenon (e.g. well-being, quality of life, etc.), using a setof manifest variables measured on different scales (quantitative,ordinal and binary). A few criteria for assigning values to themembership function are discussed, as well as criteria fordefining the weights of the variables. For ordinal variables, wepropose a fuzzy quantification method based on the samplingcumulative function and a weighting system which takes intoaccount the relative frequency of each category. An applicationregarding the results of a survey on the users of a contact centeris presented.

Fuzzy composite indicators: an application for measuring customer satisfaction / S., Zani; M. A., Milioli; Morlini, Isabella. - STAMPA. - (2013), pp. 241-251. [10.1007/978-3-642-35588-2_23]

Fuzzy composite indicators: an application for measuring customer satisfaction

MORLINI, Isabella
2013

Abstract

Composite indicators should ideally measuremultidimensional concepts which cannot be captured by a singlevariable. In this paper, we suggest a method based on fuzzy settheory for the construction of a fuzzy synthetic index of a latentphenomenon (e.g. well-being, quality of life, etc.), using a setof manifest variables measured on different scales (quantitative,ordinal and binary). A few criteria for assigning values to themembership function are discussed, as well as criteria fordefining the weights of the variables. For ordinal variables, wepropose a fuzzy quantification method based on the samplingcumulative function and a weighting system which takes intoaccount the relative frequency of each category. An applicationregarding the results of a survey on the users of a contact centeris presented.
Advances in Theoretical and Applied Statistics
9783642355875
Springer
GERMANIA
Fuzzy composite indicators: an application for measuring customer satisfaction / S., Zani; M. A., Milioli; Morlini, Isabella. - STAMPA. - (2013), pp. 241-251. [10.1007/978-3-642-35588-2_23]
S., Zani; M. A., Milioli; Morlini, Isabella
File in questo prodotto:
File Dimensione Formato  
2013 Springer Zani Milioli Morlini.pdf

accesso aperto

Tipologia: Versione dell'editore (versione pubblicata)
Dimensione 566.65 kB
Formato Adobe PDF
566.65 kB Adobe PDF Visualizza/Apri
Pubblicazioni consigliate

Caricamento pubblicazioni consigliate

Licenza Creative Commons
I metadati presenti in IRIS UNIMORE sono rilasciati con licenza Creative Commons CC0 1.0 Universal, mentre i file delle pubblicazioni sono rilasciati con licenza Attribuzione 4.0 Internazionale (CC BY 4.0), salvo diversa indicazione.
In caso di violazione di copyright, contattare Supporto Iris

Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/11380/709011
Citazioni
  • ???jsp.display-item.citation.pmc??? ND
  • Scopus 14
  • ???jsp.display-item.citation.isi??? ND
social impact