Generalized cross entropy method for analysing the SERVQUAL model

• Published in: Journal of applied statistics Vol. 42; no. 3; pp. 520 - 534
• Main Authors: Ciavolino, E., Calcagnì, A.
• Format: Journal Article
• Language: English
• Published: Abingdon Taylor & Francis 04.03.2015; Taylor & Francis Ltd
• Subjects: Applied statistics; Assessments; Competitive advantage; Entropy; gap analysis; generalized cross entropy; Mathematical models; Maximum entropy method; Methodology; Organizations; Patient satisfaction; Patients; Quality; Quality of service; SERVQUAL; Statistical analysis; Studies; Surveys

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 ser...