Analysis of customer satisfaction using surveys with open questions

In this paper the use of open-ended questionnaires to improve the evaluation of customer satisfaction according to ISO 9001 in small and medium-sized enterprises is analyzed. By obtaining more information in comparison to the closed questions questionnaire some limitations coming from the second one...

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Autores:
Medina-Merodio, Jose Amelio
de Pablos-Heredero, Carmen
Jiménez-Rodríguez, María Lourdes
Marcos-Ortega, Luis de
Barchino-Plata, Roberto
Rodríguez-García, Daniel
Gómez-Aguado, Daniel
Tipo de recurso:
Article of journal
Fecha de publicación:
2014
Institución:
Universidad Nacional de Colombia
Repositorio:
Universidad Nacional de Colombia
Idioma:
spa
OAI Identifier:
oai:repositorio.unal.edu.co:unal/52428
Acceso en línea:
https://repositorio.unal.edu.co/handle/unal/52428
http://bdigital.unal.edu.co/46767/
Palabra clave:
Customer’s satisfaction
ISO 9001
semantic analysis
Lucene.
Rights
openAccess
License
Atribución-NoComercial 4.0 Internacional
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spelling Atribución-NoComercial 4.0 InternacionalDerechos reservados - Universidad Nacional de Colombiahttp://creativecommons.org/licenses/by-nc/4.0/info:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Medina-Merodio, Jose Ameliofd5064b7-08fe-421d-82bb-7c54d8bd9cea300de Pablos-Heredero, Carmen4e4dc41c-09e0-4bfd-a70a-f8a942bf931d300Jiménez-Rodríguez, María Lourdes71fc1530-8bcc-4045-9daf-cecb541c563c300Marcos-Ortega, Luis deaa642a36-1820-4330-9cd6-db20de22bc58300Barchino-Plata, Robertob02cc379-a0ee-45b4-8c88-22e0f14945e5300Rodríguez-García, Daniela4b6ae27-1303-4c6c-85a3-32c28586e3cc300Gómez-Aguado, Daniel357671ad-e2f7-43d5-83c0-c9eba398b2923002019-06-29T14:20:55Z2019-06-29T14:20:55Z2014-12-15https://repositorio.unal.edu.co/handle/unal/52428http://bdigital.unal.edu.co/46767/In this paper the use of open-ended questionnaires to improve the evaluation of customer satisfaction according to ISO 9001 in small and medium-sized enterprises is analyzed. By obtaining more information in comparison to the closed questions questionnaire some limitations coming from the second one are removed. The open-ended questionnaire is analyzed by applying a semantic study to obtain the root of each word and remove the word that is not relevant for the information needs of the organization. This way the positive or negative trend for each response is identified. This study proofs that the use of open-ended questionnaires facilitates the fulfilment of the ISO 9001 standard. It allows the comparison between the data coming from the Customer Relationship Management System (CRM) and the data obtained through the questionnaire. Furthermore it opens new areas of research based in the use of semantic analysis in quality systems and marketing.application/pdfspaUniversidad Nacional de Colombia Sede Medellínhttp://revistas.unal.edu.co/index.php/dyna/article/view/40144Universidad Nacional de Colombia Revistas electrónicas UN DynaDynaDyna; Vol. 81, núm. 188 (2014); 92-99 DYNA; Vol. 81, núm. 188 (2014); 92-99 2346-2183 0012-7353Medina-Merodio, Jose Amelio and de Pablos-Heredero, Carmen and Jiménez-Rodríguez, María Lourdes and Marcos-Ortega, Luis de and Barchino-Plata, Roberto and Rodríguez-García, Daniel and Gómez-Aguado, Daniel (2014) Analysis of customer satisfaction using surveys with open questions. Dyna; Vol. 81, núm. 188 (2014); 92-99 DYNA; Vol. 81, núm. 188 (2014); 92-99 2346-2183 0012-7353 .Analysis of customer satisfaction using surveys with open questionsArtículo de revistainfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionhttp://purl.org/coar/resource_type/c_6501http://purl.org/coar/resource_type/c_2df8fbb1http://purl.org/coar/version/c_970fb48d4fbd8a85Texthttp://purl.org/redcol/resource_type/ARTCustomer’s satisfactionISO 9001semantic analysisLucene.ORIGINAL40144-179841-1-SP.jpgimage/jpeg745173https://repositorio.unal.edu.co/bitstream/unal/52428/1/40144-179841-1-SP.jpgd1338ea3dcf156e1865ebc09857e0548MD5140144-234070-1-PB.pdfapplication/pdf1031305https://repositorio.unal.edu.co/bitstream/unal/52428/2/40144-234070-1-PB.pdff65c0d3fdb4b9f8147f8faec98ab9904MD52THUMBNAIL40144-234070-1-PB.pdf.jpg40144-234070-1-PB.pdf.jpgGenerated Thumbnailimage/jpeg9229https://repositorio.unal.edu.co/bitstream/unal/52428/3/40144-234070-1-PB.pdf.jpg06001301e17c206ba55d44e4c264c934MD53unal/52428oai:repositorio.unal.edu.co:unal/524282024-03-02 23:08:07.344Repositorio Institucional Universidad Nacional de Colombiarepositorio_nal@unal.edu.co
dc.title.spa.fl_str_mv Analysis of customer satisfaction using surveys with open questions
title Analysis of customer satisfaction using surveys with open questions
spellingShingle Analysis of customer satisfaction using surveys with open questions
Customer’s satisfaction
ISO 9001
semantic analysis
Lucene.
title_short Analysis of customer satisfaction using surveys with open questions
title_full Analysis of customer satisfaction using surveys with open questions
title_fullStr Analysis of customer satisfaction using surveys with open questions
title_full_unstemmed Analysis of customer satisfaction using surveys with open questions
title_sort Analysis of customer satisfaction using surveys with open questions
dc.creator.fl_str_mv Medina-Merodio, Jose Amelio
de Pablos-Heredero, Carmen
Jiménez-Rodríguez, María Lourdes
Marcos-Ortega, Luis de
Barchino-Plata, Roberto
Rodríguez-García, Daniel
Gómez-Aguado, Daniel
dc.contributor.author.spa.fl_str_mv Medina-Merodio, Jose Amelio
de Pablos-Heredero, Carmen
Jiménez-Rodríguez, María Lourdes
Marcos-Ortega, Luis de
Barchino-Plata, Roberto
Rodríguez-García, Daniel
Gómez-Aguado, Daniel
dc.subject.proposal.spa.fl_str_mv Customer’s satisfaction
ISO 9001
semantic analysis
Lucene.
topic Customer’s satisfaction
ISO 9001
semantic analysis
Lucene.
description In this paper the use of open-ended questionnaires to improve the evaluation of customer satisfaction according to ISO 9001 in small and medium-sized enterprises is analyzed. By obtaining more information in comparison to the closed questions questionnaire some limitations coming from the second one are removed. The open-ended questionnaire is analyzed by applying a semantic study to obtain the root of each word and remove the word that is not relevant for the information needs of the organization. This way the positive or negative trend for each response is identified. This study proofs that the use of open-ended questionnaires facilitates the fulfilment of the ISO 9001 standard. It allows the comparison between the data coming from the Customer Relationship Management System (CRM) and the data obtained through the questionnaire. Furthermore it opens new areas of research based in the use of semantic analysis in quality systems and marketing.
publishDate 2014
dc.date.issued.spa.fl_str_mv 2014-12-15
dc.date.accessioned.spa.fl_str_mv 2019-06-29T14:20:55Z
dc.date.available.spa.fl_str_mv 2019-06-29T14:20:55Z
dc.type.spa.fl_str_mv Artículo de revista
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url https://repositorio.unal.edu.co/handle/unal/52428
http://bdigital.unal.edu.co/46767/
dc.language.iso.spa.fl_str_mv spa
language spa
dc.relation.spa.fl_str_mv http://revistas.unal.edu.co/index.php/dyna/article/view/40144
dc.relation.ispartof.spa.fl_str_mv Universidad Nacional de Colombia Revistas electrónicas UN Dyna
Dyna
dc.relation.ispartofseries.none.fl_str_mv Dyna; Vol. 81, núm. 188 (2014); 92-99 DYNA; Vol. 81, núm. 188 (2014); 92-99 2346-2183 0012-7353
dc.relation.references.spa.fl_str_mv Medina-Merodio, Jose Amelio and de Pablos-Heredero, Carmen and Jiménez-Rodríguez, María Lourdes and Marcos-Ortega, Luis de and Barchino-Plata, Roberto and Rodríguez-García, Daniel and Gómez-Aguado, Daniel (2014) Analysis of customer satisfaction using surveys with open questions. Dyna; Vol. 81, núm. 188 (2014); 92-99 DYNA; Vol. 81, núm. 188 (2014); 92-99 2346-2183 0012-7353 .
dc.rights.spa.fl_str_mv Derechos reservados - Universidad Nacional de Colombia
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dc.rights.license.spa.fl_str_mv Atribución-NoComercial 4.0 Internacional
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dc.rights.accessrights.spa.fl_str_mv info:eu-repo/semantics/openAccess
rights_invalid_str_mv Atribución-NoComercial 4.0 Internacional
Derechos reservados - Universidad Nacional de Colombia
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