Structural analysis and measurement of customer perceptions, assuming measurement and specifications errors

Autor:	Claes M. Cassel, Peter Hackl, Anders H. Westlund, Jan Eklöf
Rok vydání:	2001
Předmět:	Index (economics) Observational error media_common.quotation_subject Perception Partial least squares regression Skew Structure (category theory) Econometrics Inertia General Business Management and Accounting Performance satisfaction Mathematics media_common
Zdroj:	Total Quality Management. 12:873-881
ISSN:	1360-0613 0954-4127
DOI:	10.1080/09544120100000010
Popis:	In previous research (e.g. Cassel et al., 1999,Journal of Applied Statistics26, pp. 435-446; Cassel et al., 2000, Total Quality Management, 11, pp. 897-907) the bias and precision effects, for various specification problems, on the structural analysis and measurement of customer perceptions have been studied. In this paper the combined effects of some of the most significant problems, misspecifications and skew response distributions, and certain types of measurement errors, are studied. The measurement errors considered reflect the bias due to the inertia of respondents in adapting to changes. In the situation of repeated measurements, the later response tends to be biased towards the former response. This effect can be modelled by implementing certain change filtering assumptions. A simulation study using the European Performance Satisfaction Index (EPSI) structure demonstrates that the EPSI measurement methodology using partial least squares is very robust with respect to the problems introduced in the...
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::4466531c861bc3bae02da06cc22fcb4a https://doi.org/10.1080/09544120100000010 Zobrazit plný text záznamu Plný text ve formátu PDF