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1 2008

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Application of annotated paraconsistent logic to surveys conducted of self-administered questions

Ito O. T., Redda J. S. P., Albuquerque A. R. P. L, Arruda de Campos I. P.

Journal of Achievements in Materials and Manufacturing Engineering

2008

Vol. 31, nr 2

491-497

Purpose: Opinion polls and evaluation questionnaires are routinely applied as a means to gauge the most diverse topics and often result inconsistent, mainly because, as they are directed to the public in general and not for specialists only, they must perforce employ quite straightforward, easy to understand, questions, which are vague by their own nature and allow too much for interpretation (i. e. present much cognitive imprecision) on the part of the surveyee. Design/methodology/approach: On one hand, they are cheap to conduct, and are the most widely known and accepted way to measure all kinds of otherwise intangible things as preference, satisfaction and happiness. On the other hand, it is well established that the wording of the questions, the order in which they are asked and the number and form of alternative answers offered can influence results of such surveys, so much that, on some issues, question wording can result in quite pronounced differences between surveys. Findings: This problem has been recognized almost from the time the questionnaire was invented by Sir Francis Galton (in the first decade of the 20th century), and numerous processes and techniques have been developed since then, always aiming at achieving more reproductible results and eliminating all kinds of biases. Research limitations/implications: In the present communcation we envision a novel survey instrument, designed to be analyzed by means of annotated paraconsistent logic techniques, which allows for both the detection of contradictions and inconsistencies on the part of the respondent, as well as for the continuous improvement of the adequacy of the instrument in itself. We also present, as a proof-of-concept, the application of the said methodologyto two car dealer customer satisfaction evaluation surveys, and an in-depth analysis of the results it has yielded. Originality/value: In the present communication, previously applied questionnaires, designed to gauge car dealer customer satisfaction, both on new vehicle acquisition and on servicing, are analyzed by means of this novel method.