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

Monitoring procedures in environmental geochemistry and compositional data analysis theory

First discussion on compositional data analysis is attributable to Karl Pearson, in 1897. However, notwithstanding the recent developments on algebraic structure of the simplex, more than twenty years after Aitchison’s idea of log-transformations of closed data, scientific literature is again full of statistical treatments of this type of data by using traditional methodologies. This is particularly true in environmental geochemistry where besides the problem of the closure, the spatial structure (dependence) of the data have to be considered. In this work we propose the use of log-contrast values, obtained by a simplicial principal component analysis, as LQGLFDWRUV of given environmental conditions. The investigation of the log-constrast frequency distributions allows pointing out the statistical laws able to generate the values and to govern their variability. The changes, if compared, for example, with the mean values of the random variables assumed as models, or other reference parameters, allow defining monitors to be used to assess the extent of possible environmental contamination. Case study on running and ground waters from Chiavenna Valley (Northern Italy) by using Na+, K+, Ca2+, Mg2+, HCO3-, SO4 2- and Cl- concentrations will be illustrated