A way to measure the opinion of Europeans about Utilities


Abstract


En
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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