Estimation of the European customer satisfaction index: Maximum likelihood versus partial least squares. Application to postal services

Article Abstract:

The approach of maximum likelihood approach and the partial least squares are compared by evaluating the perceptives of the Isle of Man Post Office Products and customer service using customer satisfaction indices (CSI) format. The new maximum likelihood approach (ML) procedures were found to be advantageous over the partial least squares (PLS) as they are robust and unbiased while PLS are robust but biased.

Models, Maximum likelihood estimates (Statistics), Robust statistics, Robustness (Statistics), Maximum likelihood (Statistics)

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The effect of verbalized emotions on loyalty in written complaints

Article Abstract:

The role of emotions in evaluations of customer satisfaction in complaints and the relevant literature concerning customer complaint behaviors is reviewed. The effect of emotions and other factors on loyalty in the context of the Pay-TV market is proposed using various hypotheses.

United States, Emotions

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Winning customer satisfaction by eliminating radiator fan motor noise

Article Abstract:

Empirical results of analysis of variance technique, which is used to reduce radiator fan motor noise that achieved customer satisfaction, are presented.

General services, Waste Management and Remediation Services, Administration of Air and Water Resource and Solid Waste Management Programs, India, Noise Abatement, Noise Pollution Control, Methods, Maintenance and repair, Noise control, Analysis of variance, Rotors, Radiators

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