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http://hdl.handle.net/10419/40666
  
Title:Measuring service quality: The opinion of Europeans about utilities PDF Logo
Authors:Ferrari, Pieralda A.
Salini, Silvia
Issue Date:2008
Series/Report no.:Nota di lavoro // Fondazione Eni Enrico Mattei: PRCG, Privatisation, regulation, corporate governance 2008,36
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.
Subjects:Service Quality
Eurobarometer
Non Linear Principal Component Analysis
Rasch Analysis
Conjoint analysis
JEL:C33
C35
C43
L94
L95
L96
Document Type:Working Paper
Appears in Collections:FEEM Working Papers, Fondazione Eni Enrico Mattei

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