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Measuring Service Quality: The Opinion of Europeans about Utilities

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  • P. A. Ferrari

    (University of Milan)

  • S. Salini

    (University of Milan)

Abstract

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.

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Bibliographic Info

Paper provided by Fondazione Eni Enrico Mattei in its series Working Papers with number 2008.36.

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Date of creation: Apr 2008
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Handle: RePEc:fem:femwpa:2008.36

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Related research

Keywords: Service Quality; Eurobarometer; Non Linear Principal Component Analysis; Rasch Analysis; Conjoint Analysis;

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  1. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer, vol. 16(3), pages 297-334, September.
  2. 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.
  3. 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.
  4. Valerio Gatta & Edoardo Marcucci, 2007. "Quality and Public Transport Service Contracts," Working Papers 0708, University of Urbino Carlo Bo, Department of Economics, Society & Politics - Scientific Committee - L. Stefanini & G. Travaglini, revised 2007.
  5. David Andrich, 1978. "A rating formulation for ordered response categories," Psychometrika, Springer, vol. 43(4), pages 561-573, December.
  6. Pieralda FERRARI & Paola ANNONI & Silvia SALINI, 2005. "A comparison between alternative models for environmental ordinal data: Nonlinear PCA vs Rasch Analysis," Departmental Working Papers 2005-12, Department of Economics, Management and Quantitative Methods at UniversitĂ  degli Studi di Milano.
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