Ciavolino, E.; Calcagnì, A. - In: Journal of Applied Statistics 42 (2015) 3, pp. 520-534
The aim of this paper is to define a new approach for the analysis of data collected by means of SERVQUAL questionnaires which is based on the generalized cross entropy (GCE) approach. In this respect, we firstly give a short review about the important role that SERVQUAL plays in the analysis of...