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 76
- Downloads 0
The Role of Media in Emergency Management
It’s very important for the government to let the public correctly understand the current conditions and guide them to create a favorable atmosphere for solution to the incident through media. Therefore, media are indisp...
Aestetics, Usefulness and Performance in User-Search – Engine Interaction
Issues of visual appeal have become an integral part of designing interactive systems. Interface aesthetics may form users' attitudes towards computer applications and information technology. Aesthetics can affect user s...
Bootstrap and Jackknife Resampling Algorithms for Estimation of Regression Parameters
In this paper, the hierarchical ways for building a regression model by using bootstrap and jackknife resampling methods were presented. Bootstrap approaches based on the observations and errors resampling, and jackknife...
An Error Resilient and Memory Efficient Scheme For Wavelet Image Coding
Set- Partitioning in Hierarchical Trees (SPIHT) is a state-of-art zero-tree based image coder with excellent rate-distortion performance in the noise free environments. However in presence of noise they are extremely sen...
SPECIALIZATION AND GEOGRAPHIC CONCENTRATION OF THE ECONOMIC ACTIVITIES IN THE ROMANIAN REGIONS
The study of regional specialization and of concentrating the economic activities contributes to the identification of the place and role of each economic activity within the national economy and its growth potential. Th...