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24-09-2019 | Methodologies and Application

Indeterminate Likert scale: feedback based on neutrosophy, its distance measures and clustering algorithm

Authors: Ilanthenral Kandasamy, W. B. Vasantha Kandasamy, Jagan M. Obbineni, Florentin Smarandache

Published in: Soft Computing | Issue 10/2020

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Abstract

Likert scale is the most widely used psychometric scale for obtaining feedback. The major disadvantage of Likert scale is information distortion and information loss problem that arise due to its ordinal nature and closed format. Real-world responses are mostly inconsistent, imprecise and indeterminate depending on the customers’ emotions. To capture the responses realistically, the concept of neutrosophy (study of neutralities and indeterminacy) is used. Indeterminate Likert scale based on neutrosophy is introduced in this paper. Clustering according to customer feedback is an effective way of classifying customers and targeting them accordingly. Clustering algorithm for feedback obtained using indeterminate Likert scaling is proposed in this paper. While dealing real-world scenarios, indeterminate Likert scaling is better in capturing the responses accurately.

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Title: Indeterminate Likert scale: feedback based on neutrosophy, its distance measures and clustering algorithm
Authors: Ilanthenral Kandasamy
W. B. Vasantha Kandasamy
Jagan M. Obbineni
Florentin Smarandache
Publication date: 24-09-2019
Publisher: Springer Berlin Heidelberg
Published in: Soft Computing / Issue 10/2020
Print ISSN: 1432-7643
Electronic ISSN: 1433-7479
DOI: https://doi.org/10.1007/s00500-019-04372-x

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