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

Building wood debris piles benefits avian seed dispersers in burned and logged Mediterranean pine forests

Salvage logging is a common practice carried out in burned forests worldwide, and intended to mitigate the economic losses caused by wildfires. Logging implies an additional disturbance occurring shortly after fire, although its ecological effects can be somewhat mitigated by leaving wood debris on site. The composition of the bird community and its capacity to provide ecosystem services such as seed dispersal of fleshy-fruited plants have been shown to be affected by postfire logging. We assessed the effects of the habitat structure resulting from different postfire management practices on the bird community, in three burned pine forests in Catalonia (western Mediterranean). For this purpose, we focused on the group of species that is responsible for seed dispersal, a process which takes place primarily during the winter in the Mediterranean basin. In addition, we assessed microhabitat selection by seed disperser birds in such environments in relation to management practices. Our results showed a significant, positive relationship between the density of wood debris piles and the abundance of seed disperser birds. Furthermore, such piles were the preferred microhabitat of these species. This reveals an important effect of forest management on seed disperser birds, which is likely to affect the dynamics of bird-dependent seed dispersal. Thus, building wood debris piles can be a useful practice for the conservation of both the species and their ecosystem services, while also being compatible with timber harvesting

Customer satisfaction in the banking industry: a comparative study of Ghana and Spain

La satisfacció és una preocupació crucial pels clients i per les organitzacions, incloent els bancs. L'estudi examina la satisfacció global dels clients dels bancs a Ghana i Espanya. Així s'analitzen aspectes com la relació entre satisfacció global i les dimensions de qualitat dels serveis bancari, així com les pròpies dimensions principals de la qualitat d'aquests serveis. Finalment, les percepcions sobre aquestes dimensions son comparades entre els bancs de Ghana i Espanya. S'han analitzat els clients de 819 bancs de Ghana i Espanya, els resultats van mostrar que els clients espanyols estaven més descontents respecte les dimensions tangibles i empatia metre que els clients de Ghana puntuaven pitjar la dimensió conveniència. En general, els clients de Ghana estaven força més descontents amb els serveis bancaris que els d'Espanya. La fiabilitat, l'empatia i la conveniència son els predictors de satisfacció global en Ghana, mentres que la fiabilitat és la única dimensió que explica la satisfacció global a Espanya.