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

Transport of Sub-micron Aerosols in Bifurcations

The convective-diffusive transport of sub-micron aerosols in an oscillatory laminar flow within a 2-D single bifurcation is studied, using order-of-magnitude analysis and numerical simulation using a commercial software (FEMLAB®). Based on the similarity between momentum and mass transfer equations, various transient mass transport regimes are classified and scaled according to Strouhal and beta numbers. Results show that the mass transfer rate is highest at the carinal ridge and there is a phase-shift in diffusive transport time if the beta number is greater than one. It is also shown that diffusive mass transfer becomes independent of the oscillating outer flow if the Strouhal number is greater than one.

Estudi de l’eficiència aerodinàmica de vehicles pesants de transport de passatgers

Estudi de l’eficiència aerodinàmica de les carrosseries de vehicles pesants de cara a reduir el consum de combustible en autocars de llarg trajecte. L’estudi es basa en tres aspectes: validació del programa de simulació, estudi aerodinàmic de diferents carrosseries d’autocar de mercat i estudi aerodinàmic de diferents complements

Estudi de la influència del vent en l’estabilitat de vehicles pesants de transport de viatgers.

Investigacions recents revelen com l’acció del vent lateral és un efecte molt important en bona part dels accidents ocorreguts en vehicles pesants de transport per carretera. És per això que el perfil aerodinàmic del vehicle esdevé determinant en l’avaluació de les forces laterals que hi actuen. El present projecte té per objecte determinar les forces laterals que s’exerceixen en vehicles pesants de transport de passatgers degut a l’acció del vent i investigar-ne la seva perillositat. Per fer-ho s’utilitzen models numèrics de dinàmica de fluids i, per diferents velocitats del vehicle, es simulen vents amb diferent intensitat i direcció. D’aquí es determinen unes condicions de perillositat en funció, entre d’altres variables, de l’angle d’incidència del vent i de la seva velocitat

Estudi de la mobilitat en diferents xarxes de transport públic

Aquest projecte es centra en la realització d’un estudi de la mobilitat en diferents xarxes de transport públic. En particular, aquest estudi pretén ser una anàlisi comparativa de conceptes relacionats amb la topologia i navegabilitat de xarxes de metro de diferents països des d’un punt de vista innovador, tot realitzant una aproximació interdisciplinària a l’anàlisi de les xarxes. Es tracta d’un estudi centrat sobretot en conceptes i mètodes desenvolupats últimament en el camps de les Xarxes Complexes i de la Teoria de la Informació. Això ens ha permès focalitzar les nostres conclusions en les mesures de navegabilitat de les diferents xarxes així com en els paràmetres topològics que ens les defineixen, sense basar-nos en dades geogràfiques ni operatives. Els sistemes de metro estudiats en el present treball són els de Barcelona, Moscou, París i Nova York. Són sistemes que s’han desenvolupat en ambients històrics i culturals molt diversos fet que pot donar lloc a veure si aquesta circumstància és causant de diferències estructurals i de funcionament entre ells o bési pel contrari segueixen uns patrons de comportament semblants

Psychosocial sources of stress and burnout in the consruction sector : a structural equation model. 'Fuentes psicosociales de estr??s y burnout en el sector de la construcci??n : un modelo de ecuaciones estructurales'

Resumen tomado de la publicaci??n. Resumen tambi??n en ingl??s

Simultaneous estimation of indirect and interaction effects using structural equation models

Interaction effects are usually modeled by means of moderated regression analysis. Structural equation models with non-linear constraints make it possible to estimate interaction effects while correcting for measurement error. From the various specifications, Jöreskog and Yang's (1996, 1998), likely the most parsimonious, has been chosen and further simplified. Up to now, only direct effects have been specified, thus wasting much of the capability of the structural equation approach. This paper presents and discusses an extension of Jöreskog and Yang's specification that can handle direct, indirect and interaction effects simultaneously. The model is illustrated by a study of the effects of an interactive style of use of budgets on both company innovation and performance

Psychological contract breach and outcomes : Combining meta-analysis and structural equation models. 'Ruptura de contrato psicol??gico : combinando meta-an??lisis y modelos de ecuaciones estructurales'

Resumen tomado de la publicaci??n

Entorn de simulació per a xarxes òptiques de transport

Aquest projecte final de carrera pretén investigar i experimentar una nova línia de desenvolupament d’algorismes dinàmics. A partir de l’algorisme AntNet-QoS [2] s’ incorporen noves mesures a l’algorisme (mesura de l’amplada de banda disponible i jitter), les quals combinant amb la mesura de retard ja feta servir, permet adaptar-se millor a les condicions actuals del trànsit en la xarxa i als requeriments específics de qualitat (QoS) per part del trànsit

Integració d’un sistema de visió per computador a una cèl·lula flexible de transport

L’objectiu d’aquest projecte final de carrera és millorar les prestacions de la cel·la de fabricació actual duent a terme les següents fites: integració d’un sistema de visió artificial a la plataforma. Aquest sistema ha de permetre la detecció i anàlisi dels objectes transportats, augmentant les seves possibilitats de manipulació i classificació. Es pretén eliminar la restricció actual que obliga a col•locar les peces en una posició fixa de la safata de transport; control centralitzat del procés a través d’un ordinador. El procés serà operat a través d’un computador industrial, el qual controlarà els diferents sistemes que componen la cel·la per tal que duguin a terme les seves funcions de forma coordinada; disseny i implementació d’una API del sistema. Es desenvoluparà la llibreria de control del sistema per tal de facilitar la programació del procés

IQ heritability estimation : analyzing genetically-informative data with structural equation models. 'Estimaci??n de la heredabilidad del CI : analizando datos gen??ticamente informativos con modelos de ecuaciones estructurales'

Resumen tomado de la publicaci??n. Resumen tambi??n en ingl??s

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

An improved method for discovering link criticality in transport networks

Quantitatively assessing the importance or criticality of each link in a network is of practical value to operators, as that can help them to increase the network's resilience, provide more efficient services, or improve some other aspect of the service. Betweenness is a graph-theoretical measure of centrality that can be applied to communication networks to evaluate link importance. However, as we illustrate in this paper, the basic definition of betweenness centrality produces inaccurate estimations as it does not take into account some aspects relevant to networking, such as the heterogeneity in link capacity or the difference between node-pairs in their contribution to the total traffic. A new algorithm for discovering link centrality in transport networks is proposed in this paper. It requires only static or semi-static network and topology attributes, and yet produces estimations of good accuracy, as verified through extensive simulations. Its potential value is demonstrated by an example application. In the example, the simple shortest-path routing algorithm is improved in such a way that it outperforms other more advanced algorithms in terms of blocking ratio

Transport impact of in urban planning: the case of Transmilenio in Bogota

The growth and expansion of cities during the last century can’t be seen without taking into account the important role they have assumed in the transport infrastructure. In Bogota have passed trough streetcar, buses and automóviles was deciding for the city, because all this periods marked a drastic change in growth morphology. This article studies the planning of Mass Transit System –MTS– Transmilenio and its interaction with the urban structure, in light of the current city planning framework. It also specifies the behavior of land use in the construction of the system first phase. One of the most important findings of this study is that there is no articulation between land and transport use system, despite the decisions taken in the ordering model. Similarly, local and intermediate planning exhibits Peak articulation.The existing infrastructure of the MTS reiterates the tendency to concentrate the accessibility in one place: the center has the largest accessibility whereas periphery fails to overcome its limitations of accessibility. While the city continued with this trend the existence of a coordinated planning system for Bogota and the ability to meet expectations of planning model is questionable, however it is something that depends not only on MTS.

Option pricing in market models driven by telegraph processes with jumps

Esta tesis está dividida en dos partes: en la primera parte se presentan y estudian los procesos telegráficos, los procesos de Poisson con compensador telegráfico y los procesos telegráficos con saltos. El estudio presentado en esta primera parte incluye el cálculo de las distribuciones de cada proceso, las medias y varianzas, así como las funciones generadoras de momentos entre otras propiedades. Utilizando estas propiedades en la segunda parte se estudian los modelos de valoración de opciones basados en procesos telegráficos con saltos. En esta parte se da una descripción de cómo calcular las medidas neutrales al riesgo, se encuentra la condición de no arbitraje en este tipo de modelos y por último se calcula el precio de las opciones Europeas de compra y venta.