Theory of Judgement and Its Applications: Statistical Analysis of Customer Satisfaction

Xie L and Yuan A

Published on: 2023-06-28

Abstract

In today’s commercial and health sector, to improve the quality of services, more and more behavioural activities are subject to customer evaluations, but how to conduct such evaluations poses new challenges as there is no universally recognized tool for such practice. In this article, we introduce some basic concepts for judgement theory, and propose and study the theory of judgment and its application to the evaluations of customer satisfactory on commercial activities, based on statistical methods. Two statistical methods are proposed for the analysis of customer satisfactory based on survey data, one un-regularized method and one regularized, and the basic asymptotic behaviour of the methods are investigated. Simulation study is conducted to evaluate the performance of the proposed methods.