A Multivariate Strategic Perspective for the Evaluation Of Customer Satisfaction in Great Distribution
Journal Title: Journal of Applied Quantitative Methods - Year 2010, Vol 5, Issue 2
Abstract
The author proposes a strategy for the analysis of data from Customer Satisfaction (CS) in Great Distribution. The aim of this paper is to evaluate CS through a comparison of multivariate statistical methodologies. In this paper the author compares different estimations of Structural Equation Model (SEM) in a case study: evaluation of customer satisfaction in a supermarket. Overall satisfaction is determined by reference to three departments: “Salami and Cheese”, “Butchery”, “Fruit and Vegetables”. Each department is assessed through three aspects: “Assortment”, “Staff” and “Offer”. Initially, the links between the different variables are verified through factor analysis and subsequently inserted into a structural equation model. To estimate the model the approach of “maximum likelihood” was used, with LISREL software. Finally, the “Partial Least Squares (PLS) approach was used to confirm the results.
Authors and Affiliations
Gabriella MILONE
Keywords
Related Articles
- EP ID EP155483
- DOI -
- Views 101
- Downloads 0
Metrics on Entities Spaces
In this paper, we deal with concept of “metric”. At first, we briefly discuss some issues regarding this very shaded notion in human knowledge. Secondly, we emphasize its usefulness in Mathematics, particularly in the re...
Modeling Research Project Risks with Fuzzy Maps
The authors propose a risks evaluation model for research projects. The model is based on fuzzy inference. The knowledge base for fuzzy process is built with a causal and cognitive map of risks. The map was especially de...
Solving Nonlinear Optimization Problems by Means of the Network Programming Method
We suggest a new approach to solve discrete optimization problems, based on the possibility of presenting a function as a superposition of simpler functions. Such a superposition can be easily represented in the form of...
The International Conference “Innovation and Society 2011. Statistical Methods for the Evaluation of Services (IES 2011)”
During the last years, the attention of statisticians towards the instruments for the evaluation of services for the society has been increased. This phenomenon has been mostly due to the request of both the productive s...
Control of Projects - A Cybernetic Control
Control is the last element in the implementation cycle planning-monitoringcontrolling. Information is collected about system performance, compared with the desired (or planned) level, and action taken if actual and desi...