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

Un análisis comparativo del papel del bucle fonológico versus la agenda visoespacial en el cálculo en niños de 7-8 años = A comparative analysis of the phonological loop versus the visuo-spatial sketchpad in mental arithmetic tasks in 7-8 y.o. children

En esta investigación se ha estudiado la relación entre dos subsistemas de la memoria de trabajo (bucle fonológico y agenda viso-espacial) y el rendimiento en cálculo con una muestra de 94 niños españoles de 7-8 años. Hemos administrado dos pruebas de cálculo diseñadas para este estudio y seis medidas simples de memoria de trabajo (de contenido verbal, numérico y espacial) de la «Batería de Tests de Memoria de Treball» de Pickering, Baqués y Gathercole (1999), y dos pruebas visuales complementarias. Los resultados muestran una correlación importante entre las medidas de contenido verbal y numérico y el rendimiento en cálculo. En cambio, no hemos encontrado ninguna relación con las medidas espaciales. Se concluye, por lo tanto, que en escolares españoles existe una relación importante entre el bucle fonológico y el rendimiento en tareas de cálculo. En cambio, el rol de la agenda viso-espacial es nulo