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Quality & Quantity

Erschienen in:

29.03.2018

High-order PLS path model for multi-group analysis: the prosumership service quality model

verfasst von: Enrico Ciavolino, Sergio Salvatore, Piergiorgio Mossi, Gloria Lagetto

Erschienen in: Quality & Quantity | Ausgabe 5/2019

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Abstract

This study deepening the analysis of prosumership service quality model (PROSERV), a new model for assessing the customer satisfaction developed in order to take prosumership into account as a fundamental component of service quality and satisfaction (Ciavolino et al. in Int J Bus Soc 18(3):409–426, 2017b). In particular this study wants to demonstrate its factorial invariance by comparing the results obtained in several production sectors and using innovative PLS Path Modelling (PLS-PM) evaluation. The answers of 544 users of services (53.9% women; age: Mean \(=\) 40.77; SD \(=\) 13,270) in 4 sectors: banks, post offices, restaurants and medical centers were examined. A procedure of multi-group analysis based on PLS-PM with high order constructs has been implemented. The results show that in the overall satisfaction there is a substantial invariance between the different components considered by the PROSERV model.

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Titel: High-order PLS path model for multi-group analysis: the prosumership service quality model
verfasst von: Enrico Ciavolino
Sergio Salvatore
Piergiorgio Mossi
Gloria Lagetto
Publikationsdatum: 29.03.2018
Verlag: Springer Netherlands
Erschienen in: Quality & Quantity / Ausgabe 5/2019
Print ISSN: 0033-5177
Elektronische ISSN: 1573-7845
DOI: https://doi.org/10.1007/s11135-018-0747-0

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