Errors in Customer Satisfaction Surveys and Methods to Correct Self-Selection Bias

This paper provides an overview of the main types of surveys carried out for customer satisfaction analysis according to the dimension of the firm and to the data collection method. Different errors can be generated by these methods, causing biases in the results. We focus on the self-selection erro...

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Bibliographic Details
Published in:Quality technology & quantitative management 2011-06, Vol.8 (2), p.167-181
Main Authors: Giovanna, Nicolini, Luciana, Dalla Valle
Format: Article
Language:English
Subjects:
Customer satisfaction surveys
Heckman two-step procedure
hierarchical Bayesian approach
propensity score matching
self-selection bias
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Summary:This paper provides an overview of the main types of surveys carried out for customer satisfaction analysis according to the dimension of the firm and to the data collection method. Different errors can be generated by these methods, causing biases in the results. We focus on the self-selection error and we employ three methods to correct the bias associated to it. A simulation underlines the performances of the three methodologies.
ISSN:1684-3703
1684-3703
DOI:10.1080/16843703.2011.11673254