Measuring Service Quality: The Opinion of Europeans About Utilities

29 Pages Posted: 13 May 2008

See all articles by Pier Alda Ferrari

Pier Alda Ferrari

University of Milan - Department of Business Policy and Economics (DEPA)

Silvia Salini

University of Milan - Department of Business Policy and Economics (DEPA)

Date Written: April 2008

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.

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

JEL Classification: C33, C35, C43, L94, L95, L96

Suggested Citation

Ferrari, Pier Alda and Salini, Silvia, Measuring Service Quality: The Opinion of Europeans About Utilities (April 2008). FEEM Working Paper No. 36.2008, Available at SSRN: https://ssrn.com/abstract=1123414 or http://dx.doi.org/10.2139/ssrn.1123414

Pier Alda Ferrari (Contact Author)

University of Milan - Department of Business Policy and Economics (DEPA) ( email )

Milano, I-20122
Italy

Silvia Salini

University of Milan - Department of Business Policy and Economics (DEPA) ( email )

Milano, I-20122
Italy

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