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Evaluation and comparison of European countries: public opinion on services

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  • 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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  • Pier Ferrari & Paola Annoni & Giancarlo Manzi, 2010. "Evaluation and comparison of European countries: public opinion on services," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(6), pages 1191-1205, October.
    • Handle: RePEc:spr:qualqt:v:44:y:2010:i:6:p:1191-1205
    DOI: 10.1007/s11135-009-9278-z
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    References listed on IDEAS

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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 135-141, May.
    2. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    3. 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.
    4. Fiorio, Carlo V. & Florio, M. & Salini, S. & Ferrari, P.A., 2007. "Consumers' Attitudes on Services of General Interest in the EU: Accessibility, Price and Quality 2000-2004," Privatisation Regulation Corporate Governance Working Papers 12195, Fondazione Eni Enrico Mattei (FEEM).
    5. 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.
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    Cited by:

    1. Federico ANDREIS & Pier Alda FERRARI, 2015. "Customer Satisfaction Evaluation Using Multidimensional Item Response Theory Models," Departmental Working Papers 2015-25, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.
    2. Federico Andreis & Pier Alda Ferrari, 2014. "Multidimensional item response theory models for dichotomous data in customer satisfaction evaluation," Journal of Applied Statistics, Taylor & Francis Journals, vol. 41(9), pages 2044-2055, September.
    3. Giancarlo Manzi & Sonia Stefanizzi & Pier Alda Ferrari, 2016. "In the end, will we all be Europeans? A two-phase analysis of citizens’ sentiment towards the EU," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(6), pages 2535-2551, November.
    4. Pier Ferrari & Laura Pagani & Carlo Fiorio, 2011. "A Two-Step Approach to Analyze Satisfaction Data," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 104(3), pages 545-554, December.
    5. 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;The Classification Society, vol. 28(1), pages 53-69, April.
    6. 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.
    7. Giancarlo MANZI & Pier Alda FERRARI & Sonia STEFANIZZI, 2017. "On the Impact of the European Union in Citizens’ Perception of Quality of Life," Departmental Working Papers 2017-08, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.
    8. Giancarlo MANZI & Pier Alda FERRARI, "undated". "Statistical methods for evaluating satisfaction with public services Abstract: Contrary to private enterprises, public enterprises can be unaware of the impact of their performance when providing serv," CIRIEC Working Papers 1404, CIRIEC - Université de Liège.

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