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

Partial disjoint path for multi-layer protection in GMPLS networks

In this paper, different recovery methods applied at different network layers and time scales are used in order to enhance the network reliability. Each layer deploys its own fault management methods. However, current recovery methods are applied to only a specific layer. New protection schemes, based on the proposed partial disjoint path algorithm, are defined in order to avoid protection duplications in a multi-layer scenario. The new protection schemes also encompass shared segment backup computation and shared risk link group identification. A complete set of experiments proves the efficiency of the proposed methods in relation with previous ones, in terms of resources used to protect the network, the failure recovery time and the request rejection ratio

Irrigation performance and gross water productivity in furrow-irrigated ornamental tree production

In the ornamental plant production region of Girona (Spain), which is one of the largest of its kind in southern Europe, most of the surface is irrigated using wide blocked-end furrows. The objectives of this paper were: (1) to evaluate the irrigation scheduling methods used by ornamental plant producers; (2) to analyse different scenarios in order to assess how they affect irrigation performance; (3) to evaluate the risk of deep percolation; and (4) to calculate gross water productivity. A two-year study in a representative commercial field, planted with Prunus cerasifera ‘Nigra’, was carried out. The irrigation dose applied by the farmers was slightly smaller than the required water dose estimated by the use of two different methods: the first based on soil water content, and the second based on evapotranspiration. Distribution uniformity and application efficiency were high, with mean values above 87%. Soil water content measurements revealed that even at the end of the furrow, where the infiltrated water depth was greatest, more than 90% of the infiltrated water was retained in the shallowest 40 cm of the soil; accordingly, the risk of water loss due to deep percolation was minimal. Gross water productivity for ornamental tree production was € 11.70 m–3, approximately 20 times higher than that obtained with maize in the same region

Partial nitritation of landfill leachate in a SBR prior to an anammox reactor : operation and modelling

Els lixiviats d'abocadors urbans són aigües residuals altament contaminades, que es caracteritzen per les elevades concentracions d'amoni i el baix contingut de matèria orgànica biodegradable. El tractament dels lixiviats a través dels processos de nitrificació-desnitrificació convencionals és costós a causa de la seva elevada demanda d'oxigen i la necessitat d'addició d'una font de carboni externa. En els darrers anys, la viabilitat del tractament d'aquest tipus d'afluents per un procés combinat de nitritació parcial-anammox ha estat demostrada. Aquesta tesi es centra en el tractament de lixiviats d'abocador a través d'un procés de nitritació parcial en SBR, com un pas preparatori per a un reactor anammox. Els resultats de l'estudi han demostrat la viabilitat d'aquesta tecnologia per al tractament de lixiviats d'abocador. El treball va evolucionar des d'una escala inicial de laboratori, on el procés va ser testat inicialment, a uns exitosos experiments d'operació a llarg termini a escala pilot. Finalment, la tesi també inclou el desenvolupament, calibració i validació d'un model matemàtic del procés, que té com a objectiu augmentar el coneixement del procés.