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dc.rights.licenseAtribución-NoComercial 4.0 Internacional
dc.contributor.authorMedina-Merodio, Jose Amelio
dc.contributor.authorde Pablos-Heredero, Carmen
dc.contributor.authorJiménez-Rodríguez, María Lourdes
dc.contributor.authorMarcos-Ortega, Luis de
dc.contributor.authorBarchino-Plata, Roberto
dc.contributor.authorRodríguez-García, Daniel
dc.contributor.authorGómez-Aguado, Daniel
dc.date.accessioned2019-06-29T14:20:55Z
dc.date.available2019-06-29T14:20:55Z
dc.date.issued2014-12-15
dc.identifier.urihttps://repositorio.unal.edu.co/handle/unal/52428
dc.description.abstractIn 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.
dc.format.mimetypeapplication/pdf
dc.language.isospa
dc.publisherUniversidad Nacional de Colombia Sede Medellín
dc.relationhttp://revistas.unal.edu.co/index.php/dyna/article/view/40144
dc.relation.ispartofUniversidad Nacional de Colombia Revistas electrónicas UN Dyna
dc.relation.ispartofDyna
dc.relation.ispartofseriesDyna; Vol. 81, núm. 188 (2014); 92-99 DYNA; Vol. 81, núm. 188 (2014); 92-99 2346-2183 0012-7353
dc.rightsDerechos reservados - Universidad Nacional de Colombia
dc.rights.urihttp://creativecommons.org/licenses/by-nc/4.0/
dc.titleAnalysis of customer satisfaction using surveys with open questions
dc.typeArtículo de revista
dc.type.driverinfo:eu-repo/semantics/article
dc.type.versioninfo:eu-repo/semantics/publishedVersion
dc.identifier.eprintshttp://bdigital.unal.edu.co/46767/
dc.relation.referencesMedina-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.accessrightsinfo:eu-repo/semantics/openAccess
dc.subject.proposalCustomer’s satisfaction
dc.subject.proposalISO 9001
dc.subject.proposalsemantic analysis
dc.subject.proposalLucene.
dc.type.coarhttp://purl.org/coar/resource_type/c_6501
dc.type.coarversionhttp://purl.org/coar/version/c_970fb48d4fbd8a85
dc.type.contentText
dc.type.redcolhttp://purl.org/redcol/resource_type/ART
oaire.accessrightshttp://purl.org/coar/access_right/c_abf2


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Atribución-NoComercial 4.0 InternacionalThis work is licensed under a Creative Commons Reconocimiento-NoComercial 4.0.This document has been deposited by the author (s) under the following certificate of deposit