Monitoring customer satisfaction in service industry: A cluster analysis approach

Quality Innovation Prosperity

Volumn 16, Issue 1, 2012, Pages 49-54

  Horvath, Matus ^a   Michalkova, Alexandra ^a  

^a TECHNICAL UNIVERSITY OF KO ICE   (Slovakia)

Author keywords

Cluster analysis; Customer satisfaction; Service quality

Indexed keywords

EID: 84869192347     PISSN: 13351745     EISSN: None     Source Type: Journal    
DOI: 10.12776/qip.v16i1.61     Document Type: Article

References (5)

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3. Kriška, J. (2008). Hierarchická a nehierarchická zhluková analýza. [online] Available: http://www2.fiit.stuba.sk/~kapustik/ZS/Clanky0607/kriska/index.html, [Accessed 15.9.2012].
4. Larose, D. T. (2003), Discovering knowledge in data: an introduction to data mining, John Wiley & Sons, Inc., Hoboken, New Jersey USA, 223 p., ISBN: 0-471-66657-2.
5. Pham D. T., Afify A. A. (2007), "Clustering techniques and their applications in engineering" in Proc. IMechE Vol. 221 Part C: J. Mechanical Engineering Science, Vol. 221, no. 11, pp. 1445-1459.