Restricted Common Component and Specific Weight Analysis: A Constrained Explorative Approach for the Customer Satisfaction Evaluation

Pietro Amenta (), Antonio Lucadamo () and Antonello D’Ambra ()
Additional contact information
Pietro Amenta: University of Sannio
Antonio Lucadamo: University of Sannio
Antonello D’Ambra: University of Campania “Vanvitelli”

Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, 2021, vol. 156, issue 2, No 5, 409-427

Abstract: Abstract Servqual is a service measurement multidimensional model (Parasuraman et al. in J Mark 49(4):41–50, 1985; Parasuraman et al. in J Retail 64:12–40, 1988) which involves a set of five dimensions representing service quality. It is based on a questionnaire to measure the gaps between customers’ expectations and perceptions of service. A re-examination and extension of this model, named Servperf, is instead based only on the perceptions (Taylor in J Mark 56(3):55–68, 1992; Taylor in J Mark 58:125–131, 1994). Common Components and Specific Weights Analysis (Qannari et al. in Food Qual Prefer 11:151–154, 2000) (CCSWA) is a useful tool to analyze customer satisfaction evaluation data. The rationale behind this method is the existence of a common structure to the data tables. Therefore, it determines a common space of representation for all data. Each table, which represents a ServPerf dimension, assesses a specific weight to each dimension of the common space. Customer satisfaction can be then investigated with respect to a common reference system where all the dimensions contribute to forming it. Sometimes we may have additional knowledge about some relationships among the service variables that can be incorporated in the analysis as external information. The aim of this paper is then to provide an extension of CCSWA based on an objective function which takes directly into account the external information (as linear constraints). This extension may lead to a simpler interpretation of the analysis results and to explore new relationships. A student satisfaction evaluation study highlights this hypothesis.

Keywords: Customer satisfaction evaluation; Multidimensional data analysis; Common component and specific weight analysis and linear constraints; External information (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://link.springer.com/10.1007/s11205-020-02294-y Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:soinre:v:156:y:2021:i:2:d:10.1007_s11205-020-02294-y

Ordering information: This journal article can be ordered from
http://www.springer.com/economics/journal/11135

DOI: 10.1007/s11205-020-02294-y

Access Statistics for this article

Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement is currently edited by Filomena Maggino

More articles in Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().