This paper deals with the construction of a fuzzy composite indicator of a latent phenomenon, using a set of manifest variables measured on different scales (quantitative, ordinal and binary). A few criteria for assigning values to the membership function are discussed, as well as for defining the weights of the variables. For ordinal variables we propose a fuzzy quantification method based on the sampling cumulative function and a weight system taking account of the relative frequency of each category. An application to obtain a synthetic measure of customer satisfaction from the results of a survey is presented.
Fuzzy composite indicators: an application for measuring customer satisfaction / Zani, Sergio; Milioli, Maria Adele; I., Morlini. - (2010). (Intervento presentato al convegno Scientific Meeting of the Italian Statistical Society tenutosi a Padova nel 16-18 giugno 2010).
Fuzzy composite indicators: an application for measuring customer satisfaction
ZANI, Sergio;
2010-01-01
Abstract
This paper deals with the construction of a fuzzy composite indicator of a latent phenomenon, using a set of manifest variables measured on different scales (quantitative, ordinal and binary). A few criteria for assigning values to the membership function are discussed, as well as for defining the weights of the variables. For ordinal variables we propose a fuzzy quantification method based on the sampling cumulative function and a weight system taking account of the relative frequency of each category. An application to obtain a synthetic measure of customer satisfaction from the results of a survey is presented.File | Dimensione | Formato | |
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