Abstract:Abstract:A multi-criteria and statistical framework for measuring and analysing experience of customers is presented in this paper. It is based on a pre-and post-experience measurement, which is expressed by the same group of customers. The four-step methodological framework utilises the multi-criteria method MUSA in conjunction with the non-parametric Wilcoxon signed-rank test and proposes a set of indices and further results. The basic advantages of the proposed methodological framework are: It examines the … Show more
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