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Consumers’ Attitudes on Services of General Interest in the EU: Accessibility, Price and Quality 2000-2004

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Author Info

  • Carlo Fiorio

    (University of Milan)

  • M. Florio

    (University of Milan)

  • S. Salini

    (University of Milan)

  • P. Ferrari

    (University of Milan)

Abstract

The research question addressed by this paper is a simple one: are European consumers happy with the services provided by the utilities after two decades of reforms? We focus on electricity, gas, water, telephone in the EU 15 Member States. The variables we analyse are consumers’ satisfaction with accessibility, price and quality, as reported in three waves of Eurobarometer survey, 2000-2002-2004, comprising around 47,000 observations. We use ordered logit models to analyze the impact of privatization and regulatory reforms, as represented by an OECD dataset, controlling for individual and country characteristics. Our results do not support a clear association between consumers’ satisfaction and a standard reform package of privatization, vertical disintegration, liberalization.

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Bibliographic Info

Paper provided by Fondazione Eni Enrico Mattei in its series Working Papers with number 2007.2.

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Date of creation: Jan 2007
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Handle: RePEc:fem:femwpa:2007.2

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Keywords: Consumers’ Satisfaction; Gas; Electricity; Telephone; Water; Eurobarometer;

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Cited by:
  1. Giancarlo MANZI & Pier Alda FERRARI, 2014. "Statistical methods for evaluating satisfaction with public services," CIRIEC Working Papers 1404, CIRIEC - Université de Liège.
  2. Ugur, Mehmet, 2009. "Liberalisation in a world of second best: evidence on European network industries," MPRA Paper 17873, University Library of Munich, Germany, revised 13 Oct 2009.
  3. Fiorio, Carlo V. & Florio, Massimo & Perucca, Giovanni, 2013. "User satisfaction and the organization of local public transport: Evidence from European cities," Transport Policy, Elsevier, vol. 29(C), pages 209-218.
  4. 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.
  5. Pier Alda Ferrari & Paola Annoni & Giancarlo Manzi, 2007. "Evaluation and comparison of European countries: public opinion on services," UNIMI - Research Papers in Economics, Business, and Statistics unimi-1058, Universitá degli Studi di Milano.
  6. P. A. Ferrari & S. Salini, 2008. "Measuring Service Quality: The Opinion of Europeans about Utilities," Working Papers 2008.36, Fondazione Eni Enrico Mattei.

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