High-order PLS path model for multi-group analysis: the prosumership service quality model

Enrico Ciavolino, Sergio Salvatore, Piergiorgio Mossi and Gloria Lagetto
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Sergio Salvatore: University of Salento
Piergiorgio Mossi: University of Salento
Gloria Lagetto: University of Salento

Quality & Quantity: International Journal of Methodology, 2019, vol. 53, issue 5, No 8, 2384 pages

Abstract: Abstract 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. in Int J Bus Soc 18(3):409–426, 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 (PLS-PM) evaluation. The answers of 544 users of services (53.9% women; age: Mean $$=$$ = 40.77; SD $$=$$ = 13,270) in 4 sectors: banks, post offices, restaurants and medical centers were examined. A procedure of multi-group analysis based on PLS-PM with high order constructs has been implemented. The results show that in the overall satisfaction there is a substantial invariance between the different components considered by the PROSERV model.

Keywords: Customer satisfaction; Service; PROSERV; High order partial least squares; Path modelling; Multi-group analysis (search for similar items in EconPapers)
Date: 2019
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DOI: 10.1007/s11135-018-0747-0

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