A Quality of Services Assessment using multivariate techniques
'Marketing Research', a World-Renowned Scientific Magazine; ISSN 1131-6144, Nº. 88, 2005.
Author: Roberto Santana -Vizcaino (MBA, Eng.)
Referenced in: Research & Marketing Magazine: http://old.aedemo.es/aedemo3/revistas/pagina.php?revista=88&articulo=5
NOTE: This is a paper that I published in Spanish, 5 years ago, in a scientific renowned Spanish magazine, as part of my PhD studies (I changed my professional interests, and did not finished it). I lost the original manuscript, however, I decided to put it here because of the multivariate techniques that were applied. They are very useful in Quality of Services activities, due to the great amount of variables involved.
Madrid University, Spain:
• http://www.ucm.es/BUCM/compludoc/S/10512/11316144_1.htm
• http://europa.sim.ucm.es/compludoc/AA?a=Santana+Vizca%edno%2c+Roberto&d…
Dialnet. Portal of Hispanic cientific Production:
• http://dialnet.unirioja.es/servlet/articulo?codigo=1273993
ABSTRACT
This research work was accomplished during the year 2003. Its General Objective was to design a methodological Procedure for measuring Quality of services based on Multivariate Statistics techniques.
In the implementation process was necessary to identify the different attributes of the service provided, using the observation method, expert’s opinion and literature review. With this information a survey was designed. There were used different statistics techniques like Factorial Analysis, multidimensional Scaling, Clusters, and non parametrical tests like Kruskal Wallis, Mann–Whitney U.
Key words: Quality of Services, Factor analysis, Multimensional Scaling, Discriminant, Non-parametric tests Kruskal Wallys and Mann Whitney U, Clusters; SERPERF and SERVQUAL.
(Using multidimensional scaling with euclidean distance and SERPERF model, restaurant & Hospitality services)
Results with SPSS Software Package:
