What is it about?
Usual approaches to identify costumers perceptions about service are based on subjective evaluations under multiple criteria. Generally, an aggregation function based on weighted average method is used to solve this type of problem, in despite of the compensatory problems that it causes. Present work explores the application of an MCDM based method in order to solve this problem.
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Why is it important?
An original approach to estimates p and q parameters in ELECTRE TRI is inserted on the model building, incorporating robustness to the proposal. Also, an original approach to incomparabilitys analyses is observed.
Perspectives
I think this paper should be useful for those interested in evaluating costumers' perceptions about satisfaction, in a more accuracy way.
Professor Helder Gomes Costa
Universidade Federal Fluminense
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This page is a summary of: ELECTRE TRI aplicado a avaliação da satisfação de consumidores, Production, August 2007, FapUNIFESP (SciELO),
DOI: 10.1590/s0103-65132007000200002.
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