Abstract: This chapter considers the problem of measurement scales, which is an essential issue in every statistical analysis, in particular also in the analysis of customer satisfaction surveys. It first presents the problem of scale construction and the different types of scales commonly used in customer satisfaction surveys, that is, the nominal scale, ordinal scale, interval scale and ratio scale. Then, the chapter considers the scale transformation methods that have been proposed in the psychometric, sociological, econometric and statistical literature in order to obtain an interval scale from a given ordinal scale. The resulting measures can be treated in a more complete and exhaustive way from a statistical point of view. Controlled Vocabulary Terms interval scale; levels of measurement; nominal scale; ordinal scale; ratio scale; statistical measures
Publication Year: 2011
Publication Date: 2011-11-09
Language: en
Type: other
Indexed In: ['crossref']
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