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| Ferrari, P.A.; Salini, S.. |
| 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... |
| Tipo: Working or Discussion Paper |
Palavras-chave: Service Quality; Eurobarometer; Non Linear Principal Component Analysis; Rasch Analysis; Conjoint Analysis; C33; C35; C43; L94; L95; L96. |
| Ano: 2008 |
URL: http://purl.umn.edu/36758 |
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| Fiorio, Carlo V.; Florio, M.; Salini, S.; Ferrari, P.A.. |
| 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... |
| Tipo: Working or Discussion Paper |
Palavras-chave: Public Economics. |
| Ano: 2007 |
URL: http://purl.umn.edu/12195 |
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