In this paper we propose a methodology for the estimation of customer satisfaction conceived as a latent variable specified in the American Customer Satisfaction Index (ACSI) structural model. The current proposal puts forward: the approaches of structural equations, since it involves the dual problem of indeterminacy of the latent scores and the normality assumed; the PLS approach, because of its drawbacks (shown in depth in the paper). The ACSI model will be estimated in a reduced rank regression (RRR) framework, showing that under a non restrictive hypothesis, shared by PLS, the structural model can be viewed as a RRR model between two blocks of manifest variables. Finally, in the paper an application is shown to assess the students' satisfaction in respect to the service of a big real estate agency, operating in the houses-to-let market, in Bologna (Italy) for 2002.

Lovaglio, P. (2004). The Customer Satisfaction in a Reduced Rank Regression Framework. THE TQM JOURNAL, 16, 33-44 [10.1108/09544780410511461].

The Customer Satisfaction in a Reduced Rank Regression Framework

LOVAGLIO, PIETRO GIORGIO
2004

Abstract

In this paper we propose a methodology for the estimation of customer satisfaction conceived as a latent variable specified in the American Customer Satisfaction Index (ACSI) structural model. The current proposal puts forward: the approaches of structural equations, since it involves the dual problem of indeterminacy of the latent scores and the normality assumed; the PLS approach, because of its drawbacks (shown in depth in the paper). The ACSI model will be estimated in a reduced rank regression (RRR) framework, showing that under a non restrictive hypothesis, shared by PLS, the structural model can be viewed as a RRR model between two blocks of manifest variables. Finally, in the paper an application is shown to assess the students' satisfaction in respect to the service of a big real estate agency, operating in the houses-to-let market, in Bologna (Italy) for 2002.
Articolo in rivista - Articolo scientifico
Customer Satisfaction, Latent Variable, Structural Models
English
2004
16
33
44
none
Lovaglio, P. (2004). The Customer Satisfaction in a Reduced Rank Regression Framework. THE TQM JOURNAL, 16, 33-44 [10.1108/09544780410511461].
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/10281/4672
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