High-order PLS path model for multi-group analysis.The prosumership service quality model

Objective: This study deepening the analysis of Prosumership Service Quality Model (PROSERV), a new model for assessing the Customer Satisfaction developed in order to take prosumership into account as a fundamental component of service quality and satisfaction (Ciavolino et al., 2017b). In particular this study wants to demonstrate its factorial invariance by comparing the results obtained in several production sectors and using innovative PLS Path Modelling evaluation. Method: the answers of 544 users of services (53.9% women; age: mean=40.77; sd=13,270) in 4 sectors: banks, post oces, restaurants and medical centers were examined. A procedure of multi-group analysis based on PLS Path Modelling (PLS-PM) with high order constructs has been implemented. Results: The results show that in the overall satisfaction there is a substantial invariance between the dierent components considered by the PROSERV model