Elements of information theory
Elements of information theory
POLARMAP - Efficient Visualisation of High Dimensional Data
IV '06 Proceedings of the conference on Information Visualization
Measuring customer satisfaction with internet banking: an exploratory study
International Journal of Electronic Finance
MDSpolar: a new approach for dimension reduction to visualize high dimensional data
IDA'05 Proceedings of the 6th international conference on Advances in Intelligent Data Analysis
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Questionnaires are a common tool to gain insight to customer satisfaction. The data available from such questionnaires is an important source of information for a company to judge and improve its performance in order to achieve maximum customer satisfaction. Here, we are interested in finding out, how much individual customer segments are similar or differ w.r.t. to their satisfaction profiles. We propose a hybrid approach using measures for the similarity of satisfaction profiles based on principles from statistics in combination with visualization techniques. The applicability and benefit of our approach is demonstrated on the basis of real-world customer data.