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Monitoring quality of Skiing Instructors by nonparametric permutation methods View Presentation
Rosa Arboretti, University of Padova, Italy Flavio Prinoth, Provincial Chamber of the Professional Ski Instructors in South Tyrol *Luigi Salmaso, University of Padova, Italy Herbert Summerer, Ski-School of Sexten-Moos Claudio Zorzi, Provincial Chamber of the Professional Ski Instructors in South Tyrol Keywords: Customer satisfaction survey, permutation tests, rankings The ski schools of Alto Adige (Italy)promoted a pilot survey on customer satisfaction. Specifically the parents of young children under the age of 13, who participated in ski courses organized in the Ski Schools, were asked to answer a questionnaire to express their level of satisfaction about some aspects of the service. The data processing is mainly aimed to two goals: 1. To calculate a global index of quality, as synthesis of the customer satisfaction for the various evaluated aspects; 2. To estimate the degree of “feeling” toward the service and the degree of uncertainty of the respondents and to detect if and how the personal characteristics of the customers can affect these two psychological components, according to the idea that customer satisfaction can measure the “perceived” quality of the service. Nonparametric permutation methods have been applied according to Pesarin and Salmaso, Wiley, 2010).
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