Measuring service quality by linear indicators

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dc.contributor.author Peña, Daniel
dc.contributor.editor Universidad Carlos III de Madrid. Departamento de Estadística
dc.date.accessioned 2011-04-13T18:21:29Z
dc.date.available 2011-04-13T18:21:29Z
dc.date.issued 1996-09
dc.identifier.uri http://hdl.handle.net/10016/10736
dc.description.abstract This paper presents a methodology for building linear indicators of the quality of a service. A regression model is presented in which customers evaluate the overall service quality and a set of dimensions or attributes that determine this service quality. The model assumes that overall service quality is determined by a linear combination of attribute evaluations with some unknown weights. As different customers may have different weights, the estimation of the parameters of the distribution of weights in the population is carried out by generalized constrained least squares. The model is applied to the measurement of the quality of the education provided by an university and the quality of the Spanish railroad system.
dc.format.mimetype application/pdf
dc.language.iso eng
dc.relation.ispartofseries UC3M Working papers. Statistics and Econometrics
dc.relation.ispartofseries 96-46
dc.rights Atribución-NoComercial-SinDerivadas 3.0 España
dc.rights.uri http://creativecommons.org/licenses/by-nc-nd/3.0/es/
dc.subject.other Constrained regression
dc.subject.other Multiattribute model
dc.subject.other Weight assessment
dc.title Measuring service quality by linear indicators
dc.type workingPaper
dc.subject.eciencia Estadística
dc.rights.accessRights openAccess
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