Predicting overall service quality: a structural equation modelling approach

In this article, the results of a modified SERVQUAL questionnaire (Parasuraman et al., 1991) are reported. The modifications consisted in substituting questionnaire items particularly suited to a specific service (banking) and context (county of Girona, Spain) for the original rather general and abstract items. These modifications led to more interpretable factors which accounted for a higher percentage of item variance. The data were submitted to various structural equation models which made it possible to conclude that the questionnaire contains items with a high measurement quality with respect to five identified dimensions of service quality which differ from those specified by Parasuraman et al. And are specific to the banking service. The two dimensions relating to the behaviour of employees have the greatest predictive power on overall quality and satisfaction ratings, which enables managers to use a low-cost reduced version of the questionnaire to monitor quality on a regular basis. It was also found that satisfaction and overall quality were perfectly correlated thus showing that customers do not perceive these concepts as being distinct

Relationships between adolescents and parents values and parents answering behaviour

In this paper we set out a confirmatory factor analysis model relating the values adolescents and their parents aspire to for the child’s future. We approach a problem when collecting parents’ answers and analysing paired data from parents and their child: the fact that in some families only one parent answers, while in others both meet to answer together. In order to account for differences between one-parent and two-parent responses we follow a multiple group structural equation modelling approach. Some significant differences emerged between the two and one answering parent groups. We observed only weak relationships between parents’ and children’s values

Study of bond behaviour between FRP reinforcement and concrete

El uso de barras de materiales compuestos (FRP) se propone como una alternativa efectiva para las tradicionales estructuras de hormigón armadas con acero que sufren corrosión en ambientes agresivos. La aceptación de estos materiales en el mundo de la construcción está condicionada a la compresión de su comportamiento estructural. Este trabajo estudia el comportamiento adherente entre barras de FRP y hormigón mediante dos programas experimentales. El primero incluye la caracterización de la adherencia entre barras de FRP y hormigón mediante ensayos de pull-out y el segundo estudia el proceso de fisuración de tirantes de hormigón reforzados con barras de GFRP mediante ensayo a tracción directa. El trabajo se concluye con el desarrollo de un modelo numérico para la simulación del comportamiento de elementos de hormigón reforzado bajo cargas de tracción. La flexibilidad del modelo lo convierte en una herramienta flexible para la realización de un estudio paramétrico sobre las variables que influyen en el proceso de fisuración.