We propose the setting-up of indicators for classifying European countries with relation to consumers' dissatisfaction for services of general interest (SGI). The reference data set is the 2002 Standard Eurobarometer database (EB58) and it refers to EU members before 2004 enlargement. Proposed indicators are based on nonlinear principal component analysis. Their robustness is verified by a Monte Carlo approach. The level of dissatisfaction is used for country comparison and for detecting possible hotspots.
Setting-up of indicators to measure and to compare users’ dissatisfaction : the case of public services in Europe / P.A. Ferrari, P. Annoni, G. Manzi - In: Valutazione e Customer Satisfaction per la qualità dei serviziRoma : Centro stampa d'Ateneo, 2007. - pp. 149-152 (( convegno Valutazione e customer satisfaction per la qualità dei servizi tenutosi a Roma nel 2007.
Setting-up of indicators to measure and to compare users’ dissatisfaction : the case of public services in Europe
P.A. FerrariPrimo
;P. AnnoniSecondo
;G. ManziUltimo
2007
Abstract
We propose the setting-up of indicators for classifying European countries with relation to consumers' dissatisfaction for services of general interest (SGI). The reference data set is the 2002 Standard Eurobarometer database (EB58) and it refers to EU members before 2004 enlargement. Proposed indicators are based on nonlinear principal component analysis. Their robustness is verified by a Monte Carlo approach. The level of dissatisfaction is used for country comparison and for detecting possible hotspots.
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