Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method

DOI10.1016/S0377-2217(01)00332-0zbMath1073.90519OpenAlexW2045311004MaRDI QIDQ1848638

Evangelos Grigoroudis, Yiannis Siskos

Publication date: 13 November 2002

Published in: European Journal of Operational Research (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/s0377-2217(01)00332-0

zbMATH Keywords

Multicriteria analysisPreference disaggregationCustomer satisfaction analysisOrdinal regression

Mathematics Subject Classification ID

Decision theory (91B06) Management decision making, including multiple objectives (90B50)

Related Items (18)

Robust ordinal regression for value functions handling interacting criteria ⋮ Multi-criteria group decision making based on bilateral agreements ⋮ A possibilistic-valued multi-criteria decision-making support for marketing activities in e-commerce: Feedback based diagnosis system ⋮ Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector ⋮ The satisfaction of healthcare consumers: analysis and comparison of different methodologies ⋮ Customer satisfaction in the presence of imperfect knowledge of data ⋮ Service Quality Evaluation in the Tourism Industry: A SWOT Analysis Approach ⋮ Decision support system based on genetic algorithm and multi-criteria satisfaction analysis (MUSA) method for measuring job satisfaction ⋮ A survey of customer satisfaction barometers: some results from the transportation-communi\-cations sector. ⋮ Disaggregating time series on multiple criteria for robust forecasting: the case of long-term electricity demand in Greece ⋮ Multicriteria methodology for the evaluation of a Greek engineering department. ⋮ The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach ⋮ A multicriteria DSS for stock evaluation using fundamental analysis ⋮ Assessing e-participation via user's satisfaction measurement: the case of OurSpace platform ⋮ Using multiobjective mathematical programming to link national competitiveness, productivity, and innovation ⋮ ACUTA: a novel method for eliciting additive value functions on the basis of holistic preference statements ⋮ An ordinal regression approach for analyzing consumer preferences in the art market ⋮ Choice-based preference disaggregation concerning vehicle technologies

Uses Software

• TELOS
• UTA Plus

Cites Work

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• Assessing a set of additive utility functions for multicriteria decision- making, the UTA method
• Linear programming techniques for multidimensional analysis of preferences
• Measuring customer satisfaction using a collective preference disaggregation model
• TELOS: a customer satisfaction evaluation software
• Le traitement des solutions quasi optimales en programmation linéaire continue : une synthèse
• Linear Programming Techniques for Regression Analysis
• Applications comparées des méthodes d'analyse multicritère UTA
• Comparative analysis of UTA multicriteria methods.
• Customer satisfaction measurement in the private bank sector.

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