Application of the european customer satisfaction index to postal services. Structural equation models versus partial least squars

Customer satisfaction and retention are key issues for organizations in today’s competitive market place. As such, much research and revenue has been invested in developing accurate ways of assessing consumer satisfaction at both the macro (national) and micro (organizational) level, facilitating comparisons in performance both within and between industries. Since the instigation of the national customer satisfaction indices (CSI), partial least squares (PLS) has been used to estimate the CSI models in preference to structural equation models (SEM) because they do not rely on strict assumptions about the data. However, this choice was based upon some misconceptions about the use of SEM’s and does not take into consideration more recent advances in SEM, including estimation methods that are robust to non-normality and missing data. In this paper, both SEM and PLS approaches were compared by evaluating perceptions of the Isle of Man Post Office Products and Customer service using a CSI format. The new robust SEM procedures were found to be advantageous over PLS. Product quality was found to be the only driver of customer satisfaction, while image and satisfaction were the only predictors of loyalty, thus arguing for the specificity of postal services

Group preference structures in AHP–group decision making

This paper presents a procedure that allows us to determine the preference structures (PS) associated to each of the different groups of actors that can be identified in a group decision making problem with a large number of individuals. To that end, it makes use of the Analytic Hierarchy Process (AHP) (Saaty, 1980) as the technique to solve discrete multicriteria decision making problems. This technique permits the resolution of multicriteria, multienvironment and multiactor problems in which subjective aspects and uncertainty have been incorporated into the model, constructing ratio scales corresponding to the priorities relative to the elements being compared, normalised in a distributive manner (wi = 1). On the basis of the individuals’ priorities we identify different clusters for the decision makers and, for each of these, the associated preference structure using, to that end, tools analogous to those of Multidimensional Scaling. The resulting PS will be employed to extract knowledge for the subsequent negotiation processes and, should it be necessary, to determine the relative importance of the alternatives being compared using anyone of the existing procedures

Participació de les aigües subterrànies en la gènesi d'ambients palustres continentals: el cas dels prats de Sant Sebastià (Caldes de Malavella, Girona)

The area known as 'prats de Sant Sebastià' is in Caldes de Malavella. It is part of the wetlands located in the south-eastern end of the Selva Basin. Several areas with unusually high conductivity (EC up to 24,500 uS/cm) have been identified in this place. This fact allows highly specialised and comparatively rare botanical species to grow in this area. These saline soils follow a north-south line-up. The geophysical data, obtained with a field conductivemeter (EM 31), show that this superficial line-up continues in the subsoil. In addition to this, the conductivity cartography, made for an electromagnetic exploration depth of 6 meters, shows that the width of the region where these salinity anomalies take place increases in depth. When included in the hidrogeological context of this sector of the Selva Basin, these data bring new elements for the study of the genesis and working of these marshy environments. The model that future research will have to confirm, maintains that the groundwater discharges coming from the underlying hydrogeothermal aquifer are a conditioning factor of the aforementioned phenomenon. This ascending flow of highly mineralised waters (TDS of about 3,500 mg/l) can produce and keep stable the soil salinity