This book deals with problems related to the evaluation of customer satisfaction in very different contexts and ways. Often satisfaction about a product or service is investigated through suitable surveys which try to capture the satisfaction about several partial aspects which characterize the perceived quality of that product or service. This book presents a series of statistical techniques adopted to analyze data from real situations where customer satisfaction surveys were performed.

This book explains how to analyze independent data from factorial designs without having to make restrictive assumptions, such as normality of the data, or equal variances. The general approach also allows for ordinal and even dichotomous data. The underlying effect size is the nonparametric relative effect, which has a simple and intuitive probability interpretation. The data analysis is presented as comprehensively as possible, including appropriate descriptive statistics which follow a ...

This volume presents a selection of articles on statistical modeling and simulation, with a focus on different aspects of statistical estimation and testing problems, the design of experiments, reliability and queueing theory, inventory analysis, and the interplay between statistical inference, machine learning methods and related applications. The refereed contributions originate from the 10th International Workshop on Simulation and Statistics, SimStat 2019, which was held in Salzburg, A...