INFERENCIA ESTADÍSTICA PARA EL ÍNDICE EUROPEO DE SATISFACCIÓN DE CLIENTES BASADA EN BOOTSTRAP Y PRUEBAS DE PERMUTACIÓN.

In this work we develop statistical inference procedures, based on bootstrap and permutation tests, for the European Customer Satisfaction Index (ECSI). The main objective is to fill an existent gap, to the best of our knowledge, in statistical methods for confidence interval estimation of one ECSI, for hypothesis testing comparing two or more ECSIs, and for ranking a set of ECSIs. The procedures proposed is applied to a study of higher education students' satisfaction conducted in Veracruz University (México). The results indicate that the procedures of statistical inference are feasible and straightforward to implement with R. [ABSTRACT FROM AUTHOR]