Template-type: ReDIF-Article 1.0 Author-Name: Roberto Rocci Author-Name: Francesco De Antoni Author-Name: Maurizio Vichi Title: Editoriale Abstract: Classification-JEL: Keywords: Note: Pages:5-6 Volume: 2008/1 Year: 2008 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=33297&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:restre:v:html10.3280/Rest2008-001001 Number: 1 Template-type: ReDIF-Article 1.0 Author-Name: Roberta Siciliano Author-Name: Sergio Gallo Author-Name: Massimo Aria Author-Name: Francesco Murolo Title: Le leve discriminanti della soddisfazione: il caso Sepsa Abstract: The discriminant levers of customer satisfaction: the Sepsa case ABSTRACT: The discriminant levers of customer satisfaction: the Sepsa case Objectives The modern discipline of customer care is more and more paying the attention on the centrality to the customers in the modern business organization. In particular it deals with those rules, which with an increasing strength, intervene in the control of the economic activities. It is ever more true in the context of public goods, in which the attention to the consumers is hard deep-routed. As a consequence have been spreading some new initiatives, such as the service-charters, which impose to the suppliers of public goods/services the so called customer care. It is a set of actions concerning the contact, the involvement, the communication that form the main aspect of the public marketing. In this paper, to give an answer to this ethical but at the same time managerial demand, we propose a new methodology to measure the customer satisfaction (CS) based on the employment of a strategy of non-parametric models, whose aim is to individualize a set of optimal weights for the construction of a synthetic indicator of customer satisfaction. The knowledge of the role played by the latent dimensions of the satisfaction allows to support the management in the allocation of limited resources, typical of the budget of a public firm. Methods The Stump Two-Stage via Discriminant Analysis methodology, described in this paper, is based on an extension of the TS-Dis method proposed by Mola and Siciliano in 2002. The aim of this method is to identify the relationships between the typical dimensions of a public service, throughout the quantification of a set of optimal weights used to build up a global satisfaction index. In other words, starting from the data obtained trough a direct survey of customer satisfaction, the methodology makes use of a strategy of analysis which combines a non-parametric technique (two-stage segmentation trees) and a factorial method (linear discriminant function) to measure the importance of each dimension and each attribute, with the task to better explain the difference between clusters of satisfied and unsatisfied consumers. Conclusions This methodology has been showed by a CS survey carried out in the context of transport services supplied by Sepsa Spa company. It represents one of the most important actor working in the local transport system of the Campania Region. The obtained results have allowed us to identify the discriminant levers of satisfaction, which, in other words are the critical points of the service, where is necessary to invest in order to increase the level of satisfaction perceived by the users. Classification-JEL: Keywords: Note: Pages:7-24 Volume: 2008/1 Year: 2008 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=33298&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:restre:v:html10.3280/Rest2008-001002 Number: 2 Template-type: ReDIF-Article 1.0 Author-Name: Antonello D?Ambra Author-Name: Ida Camminatiello Title: Evaluation of Passenger Satisfaction using three-way contingence table with ordinal variables Abstract: Evaluation of Passenger Satisfaction using three-way contingence table with ordinal variables ABSTRACT: Multivariate Statistical tools for Customer Satisfaction in the Great Distribution Objectives The aim of this work is to elaborate Customer Satisfaction (CS) data through a multivariate statistical methodology. Detailed data from various sources (questionnaires, phone interviews, direct inquires, etc.) were used to infer informations about their buying habits, diet and eventual brand loyalties. Methods and Results All data are collected by Customer Satisfaction tests performed in different Conad supermarkets. These collected data, was elaborated with a duplex method: by analysis and comparison of the results of each interview. Providing that the Principal Component Analysis with CS variables is not satisfactory, we decided to use a Simple Component Analysis by RV coefficient (SCA-RV), to increase the interpretability of the data, although losing some property. The second methodology used is the Structural Equation Model (Sem) in which the aim is to represent some process. In fact, such methodology yields a representation of the processes considering that the process can be analyzed by latent variables estimated, each formed by a set of manifest variables which act on satisfaction and the relationships among the several variables. Conclusions From these data we obtained that the Customers agree with the decision of the company, they express positive opinion of the employers but at the same time they are unsatisfied about the special offering in different departments of the store. Classification-JEL: Keywords: Note: Pages:25-38 Volume: 2008/1 Year: 2008 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=33299&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:restre:v:html10.3280/Rest2008-001003 Number: 3 Template-type: ReDIF-Article 1.0 Author-Name: Biagio Simonetti Author-Name: Roberta Arbolino Title: La misurazione della passenger satisfaction con l'ausilio di tecniche statistiche multivariate Abstract: Application of multivariate statistical techniques in the study of Passenger Satisfaction ABSTRACT: Application of multivariate statistical techniques in the study of Passenger Satisfaction Objectives In order to check the actual importance of the Local Public Transports (LPT) granted to a community, the investigation for Passenger Satisfaction should allow for a comparison both of the results from the enquiries carried out during the last years, as stated in the servicing contracts, and between the obtained performances by the enterprises that manage similar services. Besides, as it often happens, it is not possible to obtain these last objectives following to the different composition of the enterprises that are often in charge for more than one line. To this purpose this study aims at defining a procedure through which it is possible to identify such a synthetic marker related to transportation firms, as to be compared with other forms in absolute terms, taking into consideration that the observed lines cannot be considered equally important; therefore it seems viable to weigh them through scales that express their relative importance. Method and results The procedure has implied the use of statistical and economic methods through the Structured Equations Models (SEM). First it has been considered the influence of the simple contracts for each line related to the quality variables used by a PS research carried out in 2006 by a transport firm from Campania, managing three different lines. Subsequently, in order to take into consideration the composition of the three lines, it has been necessary to weigh the obtained values against the firm performance indicators. The global business value 0.68 gets a meaning that is different from the single quality markers obtained for each line (0.59, 0.29, 0.12). This value, comprised within the interval (0.1), allows to state that, on the whole, the firm taken into consideration presents a medium-high value for Quality. Conclusions The exploitation of the suggested methodology represents, in an internationally correctly-competitive market, not only a valid signal for the management of enterprises but it also plays the role of a monitor for the body that pays for the service. Only in this way it is possible to plan again the interventions against an objective feedback and to supply a useful basis for the evaluation at higher levels (national and regional). To this aim the choice of the model is of fundamental importance; first of all it makes homogeneous the firms managing public transports; secondly it supplies an aggregate marker for each of the firms that manage more lines and that carry out more PS enquiries; finally it selects and supplies both the markers used to weigh the firms and the appropriate forms (when the firm manages only one line). Classification-JEL: Keywords: Note: Pages:39-53 Volume: 2008/1 Year: 2008 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=33300&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:restre:v:html10.3280/Rest2008-001004 Number: 4 Template-type: ReDIF-Article 1.0 Author-Name: Gabriella Milone Author-Name: Andrea Caligiuri Title: Strumenti statistici multivariati per la customer satisfaction nella grande distribuzione Abstract: Multivariate Statistical tools for Customer Satisfaction in the Great DistributionThe aim of this work is to elaborate Customer Satisfaction (CS) data through a multivariate statistical methodology. Detailed data from various sources (questionnaires, phone interviews, direct inquires, etc.) were used to infer informations about their buying habits, diet and eventual brand loyalties. Methods and Results All data are collected by Customer Satisfaction tests performed in different Conad supermarkets.These collected data, was elaborated with a duplex method: by analysis and comparison of the results of each interview. Providing that the Principal Component Analysis with CS variables is not satisfactory, we decided to use a Simple Component Analysis by RV coefficient (SCA-RV), to increase the interpretability of the data, although losing some property. The second methodology used is the Structural Equation Model (Sem) in which the aim is to represent some process. In fact, such methodology yields a representation of the processes considering that the process can be analyzed by latent variables estimated, each formed by a set of manifest variables which act on satisfaction and the relationships among the several variables. Conclusions From these data we obtained that the Customers agree with the decision of the company, they express positive opinion of the employers but at the same time they are unsatisfied about the special offering in different departments of the store. Classification-JEL: Keywords: Note: Pages:54-71 Volume: 2008/1 Year: 2008 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=33301&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:restre:v:html10.3280/Rest2008-001005 Number: 5 Template-type: ReDIF-Article 1.0 Author-Name: Margherita Maria Pagliuca Title: L'individuazione dei driver della soddisfazione: il ruolo della fiducia Abstract: The determination of the satisfaction drivers: the role of the trust ABSTRACT:The determination of the satisfaction drivers: the role of the trust Objectives During the last years the development of the new distribution channels and the increase of the range of products have modified a lot the insurance sector. These changes have required a greater attention to the consumers needs and preferences. In this new competitive context, the customer satisfaction is an important strategic key that can assure to the enterprise the intensification and the broadening of the market share. The aim of the paper is to identify the influence and importance of the different drivers on the insurance company customers satisfaction. Among the different drivers, it has wanted to look into the importance of the trust in the agent, in fact he acts as a go-between the insurance company and the customers. Methods and Results In this paper it formulated a conceptual model founded on a structural equations system in order to estimate the influence and the weight of the different drivers on the customer satisfaction. Using Partial Least Squares analysis, an empirical study was conducted to investigate the relationship between some factors of the insurance company and the customers satisfaction overall. Partial Least Squares is chosen as the method of analysis since it can be used with data that come from non-normal distributions and less than interval level data. Conclusions The results of the empirical analysis have confirmed the most important factor is the price of the insurance policy. This is because a lot of customers interviewed have fixed income. However, also the agent?s capability and the skills have a discrete impact on the customer satisfaction overall. Classification-JEL: Keywords: Note: Pages:72-86 Volume: 2008/1 Year: 2008 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=33302&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:restre:v:html10.3280/Rest2008-001006 Number: 6 Template-type: ReDIF-Article 1.0 Author-Name: Giovanni A. Barbieri Title: Un atlante statistico per la montagna italiana Abstract: Classification-JEL: Keywords: Note: Pages:87-93 Volume: 2008/1 Year: 2008 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=33303&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:restre:v:html10.3280/Rest2008-001007 Number: 7 Template-type: ReDIF-Article 1.0 Author-Name: Mariella Volpe Title: I Conti Pubblici territoriali Abstract: Classification-JEL: Keywords: Note: Pages:95-104 Volume: 2008/1 Year: 2008 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=33304&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:restre:v:html10.3280/Rest2008-001008 Number: 8