Measuring service quality: The opinion of Europeans about utilities

Arbeitspapier

This paper provides a comparative analysis of statistical methods to evaluate the consumer perception about the quality of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer Satisfaction Survey data and an ex-post evaluation is then performed. Another approach, consisting in evaluating Consumers preferences, supplies an ex-ante information on Service Quality. Here, the ex-post approach is considered, two non-standard techniques - the Rasch Model and the Nonlinear Principal Component Analysis - are presented and the potential of both methods is discussed. These methods are applied on the Eurobarometer Survey data to assess the consumer satisfaction among European countries and in different years.

Angaben zum Objekt

• Sprache: Englisch

Verweise und Beziehungen

• Erschienen in: Series: Nota di Lavoro ; No. 2008,36

Klassifikation und Themen

• Klassifikation: Wirtschaft ; Multiple or Simultaneous Equation Models: Panel Data Models; Spatio-temporal Models ; Multiple or Simultaneous Equation Models: Discrete Regression and Qualitative Choice Models; Discrete Regressors; Proportions ; Index Numbers and Aggregation; Leading indicators ; Electric Utilities ; Gas Utilities; Pipelines; Water Utilities ; Telecommunications
• Thema: Service Quality ; Eurobarometer ; Non Linear Principal Component Analysis ; Rasch Analysis ; Conjoint analysis ; Dienstleistungsqualität ; Konsumentenverhalten ; Kundenzufriedenheit ; Messung ; Statistische Methode ; EU-Staaten

Beteiligte, Orts- und Zeitangaben

• Ereignis: Geistige Schöpfung
• (wer): Ferrari, Pieralda A. ; Salini, Silvia
• Ereignis: Veröffentlichung
• (wer): Fondazione Eni Enrico Mattei (FEEM)
• (wo): Milano
• (wann): 2008

Weitere Informationen

• Handle: http://hdl.handle.net/10419/40666
• Letzte Aktualisierung: 10.03.2025, 11:41 MEZ