A way to measure the opinion of Europeans about Utilities


This paper concerns the measure the opinion of European citizens about utilities. The Eurobarometer Survey data are considered and two non-standard techniques - Rasch Model and Nonlinear Principal Component Analysis - originally proposed in other fields are applied and discussed. The potential of both methods is highlighted; in particular the methods allow the questionnaire to be calibrated and the consumer satisfaction to be assessed and compared among European countries and different years.

Keywords: Eurobarometer; Non Linear Principal Component Analysis; Rasch Analysis; Service Quality

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