We propose the setting-up of indicators for classifying European countries with relation to consumers' dissatisfaction for services of general interest (SGI). The reference data set is the 2002 Standard Eurobarometer database (EB58) and it refers to EU members before 2004 enlargement. Proposed indicators are based on nonlinear principal component analysis. Their robustness is verified by a Monte Carlo approach. The level of dissatisfaction is used for country comparison and for detecting possible hotspots.
Setting-up of indicators to measure and to compare users’ dissatisfaction : the case of public services in Europe / Ferrari, P. A.; Annoni, P.; Manzi, G.. - (2007), pp. 149-152. (Intervento presentato al convegno Valutazione e customer satisfaction per la qualità dei servizi tenutosi a Roma).
Setting-up of indicators to measure and to compare users’ dissatisfaction : the case of public services in Europe
G. Manzi
2007
Abstract
We propose the setting-up of indicators for classifying European countries with relation to consumers' dissatisfaction for services of general interest (SGI). The reference data set is the 2002 Standard Eurobarometer database (EB58) and it refers to EU members before 2004 enlargement. Proposed indicators are based on nonlinear principal component analysis. Their robustness is verified by a Monte Carlo approach. The level of dissatisfaction is used for country comparison and for detecting possible hotspots.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
