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

Department of Human Rights - Deaf Services Commission of Iowa, Agency Performance Plan

Annual Report, Agency Performance Plan

Women in police services in the EU: facts and figures 2012

The Institute for Public Security of Catalonia (ISPC), the only state-funded education and research centre for police in Catalonia-Spain, developed in 2012 a comparative study on Gender diversity in police services in the European Union. The study is an update of the research Facts & Figures 2008 that was carried out by the European Network of Policewomen (ENP), a non-profit organization that works in partnership with colleagues from police and/or law enforcement organizations in its member countries to facilitate positive changes in the position of women in police services. To gather the 2012 data, the ISPC invited EU Member States’ police services to cooperate in the study answering a 10- ITEM questionnaire. The questionnaire was the same tool used in 2008 by the ENP. In February 2012, the ISPC sent the questionnaires through Cepol National Contact Points’ network. In order to include as many police services as possible in the study, the ENP also supported us to gather some of the data. Altogether we received questionnaires from 29 police services corresponding to 17 UE countries. Besides, we used data from open sources about England and Wales police services and the French National Police. In this document you can find: first, the tool we used to collect the data; second, the answers we gathered presented per country; finally, some comparative tables and graphics developed by the ISPC. Countries: Austria, Belgium Cyprus, Denmark, England, Wales, Estonia, Finland, France, Germany, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Portugal, Romania, Slovenia, Spain, Swden.

Iowa Department of Administrative Services Agency Performance Plan

Agency Performance Plan

Iowa Department of General Services Annual Report, FY 2000, July 1, 1999 to June 30, 2000

Annual of the General Services

Améliorer la prise en charge de l'hypertension arterielle en favorisant la collaboration avec les pharmaciens et les infirmières [Team-based care involving pharmacists and nurses to improve the management of hypertension].

Only half of hypertensive patients has controlled blood pressure. Chronic kidney disease (CKD) is also associated with low blood pressure control, 25-30% of CKD patients achieving adequate blood pressure. The Community Preventive Services Task Force has recently recommended team-based care to improve blood pressure control. Team-based care of hypertension involves facilitating coordination of care among physician, pharmacist and nurse and requires sharing clinical data, laboratory results, and medications, e.g., electronically or by fax. Based on recent studies, development and evaluation of team-based care of hypertensive patients should be done in the Swiss healthcare system.

Products and Services Purchased From Iowa Prison Industries, Iowa Departation of Transportation, October 29, 2002

Items purchased from Iowa Prison Industries for Iowa Departation of Transportation

Iowa Gender-Specific Services Task Force

An Iowa Commission on the Status of Women Gender Task Force.

Providing Gender-Specific Services for Adolescent Female Offenders: Guidelines & Resources, January 1999

Information of Gender-Specific Services for Adolescent Female Offenders produced by the Iowa Commission on the Status of Women.

Telecommunications Competition Survey for Retail Local Voice Services in Iowa, January 26, 2004

Survey of retail local voice services for Iowa Utilities Board

Fourth Judicial District Department of Correctional Services - Special Investigation, September 1, 2000 - March 7, 2002

State Agency Audit Report - Special Investigation

Report of Recommendations to the Iowa Department of General Services, June 30, 2002

State Agency Audit Report

Iowa Department of Human Services - Case Management Unit, June 30, 2002

State Agency Audit Report

Combined Report on the Institutions Under the Control of the Iowa Department of Human Services : Schedules, Findings and Recommendations, June 30, 2002

State Agency Audit Report