Entropy applications for customer satisfaction survey in information theory

In this study, first of all, definitions of entropy and information terms, which express the measurement of uncertainty existing in a probabilistic system are given. The properties and types of these terms are shown in details and the relation and differences between them are mentioned. Applications are performed by using these two terms in order to determine the number of questions to be included in the scale that will be prepared to obtain information about customer satifaction.In the study, customer satisfaction scale, whose Cronbach? s alpha coefficient is found as 0,77, is applied on the BSS Boray San. Tic. A.Ş. company customers. Probability distribution tables are formed according to the results of the subscales of the survey. Shannon entropy, joint entropy, relative entropy and mutual information values are calculated using these tables. With the result of the applied survey it is found out that according to the calculated entropy values, it is possible to reach the aimed information through fewer questions. In brief, the possibility of reaching the same information through fewer questions is shown.