| 来源类型 | FEEM working papers "Note di lavoro" series
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| 规范类型 | 论文
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| Measuring Service Quality: The Opinion of Europeans about Utilities |
| P. A. Ferrari; S. Salini
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| 发表日期 | 2008
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| 出处 | Economy and Society
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| 出版年 | 2008
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| 语种 | 英语
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| 摘要 | 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. |
| 特色分类 | C33,C35,C43,L94,L95,L96
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| 关键词 | Service Quality,Eurobarometer,Non Linear Principal Component Analysis,Rasch Analysis,Conjoint analysis
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| URL | https://www.feem.it/en/publications/feem-working-papers-note-di-lavoro-series/measuring-service-quality-the-opinion-of-europeans-about-utilities/
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| 来源智库 | Fondazione Eni Enrico Mattei (Italy)
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| 资源类型 | 智库出版物
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| 条目标识符 | http://119.78.100.153/handle/2XGU8XDN/117561
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推荐引用方式
GB/T 7714 |
P. A. Ferrari,S. Salini. Measuring Service Quality: The Opinion of Europeans about Utilities. 2008.
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文件名：
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NDL2008-036.pdf
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格式：
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Adobe PDF
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