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Evaluation and comparison of European countries: public opinion on services

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Author Info

  • Pier Ferrari

    ()

  • Paola Annoni
  • Giancarlo Manzi

Abstract

We propose the setting-up of an indicator for classifying European countries with relation to consumers' satisfaction for services of general interest. Services considered are fixed telephone service, electricity supply, railways and postal service. The reference data set is the 2002 Standard Eurobarometer database (EB58) and it refers to EU members before 2004 enlargement. The proposed indicator is based on nonlinear principal component analysis and supplies a measure for the citizen's satisfaction. Its robustness is verified by a Monte Carlo approach. The level of satisfaction is eventually used for country comparison and for detecting possible hotspots, in order to support decision making policies.

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File URL: http://hdl.handle.net/10.1007/s11135-009-9278-z
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Bibliographic Info

Article provided by Springer in its journal Quality & Quantity.

Volume (Year): 44 (2010)
Issue (Month): 6 (October)
Pages: 1191-1205

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Handle: RePEc:spr:qualqt:v:44:y:2010:i:6:p:1191-1205

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Web page: http://www.springer.com/economics/journal/11135

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Related research

Keywords: Services of general interest; Dissatisfaction index; Nonlinear principal component analysis; Robustness analysis; Bootstrap methods;

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References

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  1. Freeman, Richard B, 1978. "Job Satisfaction as an Economic Variable," American Economic Review, American Economic Association, vol. 68(2), pages 135-41, May.
  2. Sendhil Mullainathan & Marianne Bertrand, 2001. "Do People Mean What They Say? Implications for Subjective Survey Data," American Economic Review, American Economic Association, vol. 91(2), pages 67-72, May.
  3. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer, vol. 16(3), pages 297-334, September.
  4. Tenenhaus, Michel & Vinzi, Vincenzo Esposito & Chatelin, Yves-Marie & Lauro, Carlo, 2005. "PLS path modeling," Computational Statistics & Data Analysis, Elsevier, vol. 48(1), pages 159-205, January.
  5. Carlo Fiorio & M. Florio & S. Salini & P. Ferrari, 2007. "Consumers’ Attitudes on Services of General Interest in the EU: Accessibility, Price and Quality 2000-2004," Working Papers 2007.2, Fondazione Eni Enrico Mattei.
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Citations

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Cited by:
  1. Pier Ferrari & Laura Pagani & Carlo Fiorio, 2011. "A Two-Step Approach to Analyze Satisfaction Data," Social Indicators Research, Springer, vol. 104(3), pages 545-554, December.
  2. Pier Ferrari & Silvia Salini, 2011. "Complementary Use of Rasch Models and Nonlinear Principal Components Analysis in the Assessment of the Opinion of Europeans About Utilities," Journal of Classification, Springer, vol. 28(1), pages 53-69, April.
  3. Ferrari, Pier Alda & Annoni, Paola & Barbiero, Alessandro & Manzi, Giancarlo, 2011. "An imputation method for categorical variables with application to nonlinear principal component analysis," Computational Statistics & Data Analysis, Elsevier, vol. 55(7), pages 2410-2420, July.

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