| Registro completo |
| Provedor de dados: |
AgEcon
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| País: |
United States
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| Título: |
Measuring Service Quality: The Opinion of Europeans about Utilities
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| Autores: |
Ferrari, P.A.
Salini, S.
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| Data: |
2008-05-23
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| Ano: |
2008
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| Palavras-chave: |
Service Quality
Eurobarometer
Non Linear Principal Component Analysis
Rasch Analysis
Conjoint Analysis
C33
C35
C43
L94
L95
L96
|
| Resumo: |
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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| Tipo: |
Working or Discussion Paper
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| Idioma: |
Inglês
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| Identificador: |
http://purl.umn.edu/36758
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| Relação: |
Fondazione Eni Enrico Mattei (FEEM)>Privatisation Regulation Corporate Governance Working Papers
Nota Di Lavoro
36.2008
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| Formato: |
29
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