Click here to load reader
Upload
tonifieraru
View
215
Download
3
Embed Size (px)
Citation preview
Structural Equations Structural Equations ModelsModels
Multivariate SolutionsMultivariate Solutions
Basics of Structural Equation ModelsBasics of Structural Equation Models• Structural equation modeling (SEM) is a statistical technique for
building and testing statistical models, which are often causal models. It is a hybrid technique that encompasses aspects of confirmatory factor analysis, path analysis and regression, which can be seen as special cases of SEM.
• Among its strengths is the ability to model constructs as latentvariables — variables which are not measured directly, but are estimated in the model from measured variables which are assumed to 'tap into' the latent variables.– For example, a latent variable can be ‘Overall Satisfaction’, which is a
composite of, say, three satisfaction variables.
• SEM is an extension of the general linear model that simultaneously estimates relationships between multiple independent, dependent and latent variables.
Basics of Structural Equation ModelsBasics of Structural Equation Models• Structural equation modeling (SEM) is a statistical technique for
building and testing statistical models, which are often causal models. It is a hybrid technique that encompasses aspects of confirmatory factor analysis, path analysis and regression, which can be seen as special cases of SEM.
• Among its strengths is the ability to model constructs as latentvariables — variables which are not measured directly, but are estimated in the model from measured variables which are assumedto 'tap into' the latent variables.
– For example, a latent variable can be ‘Overall Satisfaction’, which is a composite of, say, three satisfaction variables, such as ‘Purchase Intent’, ‘Likelihood to Purchase’, and ‘Likelihood to Recommend’.
• SEM is an extension of the general linear model that simultaneously estimates relationships between multiple independent, dependent and latent variables.
Service Initiationand Transfer
Customer Service
Meter Services
Emergency Response / Outage
Billing
Payment
Overall Satisfaction
With Company
Likelihood of Ongoing Selection
of Company
Company/Brand Image
Recommend Company
Quality Components Overall SatisfactionQuality Attributes Performance
• Timely response to service request• Service initiated as scheduled
Available/accessible when needed Timely response to requests Services performed as scheduled Professionalism of CSR Courtesy of CSR
Timely inspections Timely issuance of permits
Hypothetical Model Of Customer Satisfaction
Technical Services
• Bill layout• Ease of understanding bill• Timely arrival of bill each month• Time from bill issuance to payment• Services such as levelized billing
• Timely meter reading• Accurate meter reading• Accurate meter estimates
Prompt response to outage Power restored quickly after outage Emergency addressed quickly
• Choice of payment options• Flexibility of due date (Pick-a-Date)• Courtesy calls before power cut off