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Sequential sampling schemes and other statistical techniques in quality of service business surveys

机译：服务质量业务调查中的顺序抽样方案和其他统计技术

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摘要

While there is a general consensus in the business community regarding the importance of quality service surveys in improving the company's business results, relatively little attention was devoted to the theoretical aspects of data analysis and modelling which can increase substantially the effectiveness of those surveys. Using the data from a real-life project, we present here the developments and improvements achieved in the three stages that ultimately yield the conclusions from the survey: the analysis of the historical data, the design of the sampling method for the current survey and the development of specific indices for differentiating among the units of the financial institution. The statistical techniques fitted to historical data helped both in assessing the relative contributions of the various aspects of service, the overall perceived quality of service, as well as in providing the theoretical grounds for reducing the size of the questionnaire and thus increasing the reliability of the received replies. The sequential sampling scheme designed for this survey was particularly suitable to address the managements concerns. Finally, the classes of quality service based on the quality indices developed in the project contributed substantially to the ability of the management to rank and reward differentially the branches of the financial institution.
机译：尽管商业界普遍认为优质服务调查对改善公司业务成果的重要性，但相对较少的注意力集中在数据分析和建模的理论方面，这些方面可以大大提高调查的有效性。我们使用现实生活中的项目数据介绍三个阶段的发展和改进，最终从调查中得出以下结论：历史数据分析，当前调查的抽样方法设计以及制定用于区分金融机构各部门的具体指标。适用于历史数据的统计技术不仅有助于评估服务各个方面的相对贡献，总体感知的服务质量，而且还为减少问卷的规模并因此增加问卷的可靠性提供了理论依据。收到回复。为此调查设计的顺序抽样方案特别适合解决管理层的担忧。最后，基于项目中开发的质量指标的质量服务类别极大地提高了管理层对金融机构分支机构进行排名和奖励的能力。

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