Measurement Instrument for the Mobile Phone Industry

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Description

The data set is used as measurement instrument for the european customer satisfaction index (ECSI) adapted to the mobile phone market, see Tenenhaus et al. (2005).

Usage

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Format

The data frame mobi has 250 observations on the following 24 items. All the items are scaled from 1 to 10.

CUEX1

Expectations for the overall quality of “your mobile phone provider” at the moment you became customer of this provider

CUEX2

Expectations for “your mobile phone provider” to provide products and services to meet your personal need

CUEX3

How often did you expect that things could go wrong at “your mobile phone provider”

CUSA1

Overall satisfaction

CUSA2

Fulfillment of expectations

CUSA3

How well do you think “your mobile phone provider” compares with your ideal mobile phone provider?

CUSCO

You complained about “your mobile phone provider” last year. How well, or poorly, was your most recent complaint handled or You did not complain about “your mobile phone provider” last year. Imagine you have to complain to “your mobile phone rovider” because of a bad quality of service or product. To what extent do you think that “your mobile phone provider” will care about your complaint?

CUSL1

If you would need to choose a new mobile phone provider how likely is it that you would choose “your provider” again?

CUSL2

Let us now suppose that other mobile phone providers decide to lower their fees and prices, but “your mobile phone provider” stays at the same level as today. At which level of difference (in %) would you choose another mobile phone provider?

CUSL3

If a friend or colleague asks you for advice, how likely is it that you would recommend “your mobile phone provider”?

IMAG1

It can be trusted what it says and does

IMAG2

It is stable and firmly established

IMAG3

It has a social contribution to society

IMAG4

It is concerned with customers

IMAG5

It is innovative and forward looking

PERQ1

Overall perceived quality

PERQ2

Technical quality of the network

PERQ3

Customer service and personal advice offered

PERQ4

Quality of the services you use

PERQ5

Range of services and products offered

PERQ6

Reliability and accuracy of the products and services provided

PERQ7

Clarity and transparency of information provided

PERV1

Given the quality of the products and services offered by “your mobile phone provider” how would you rate the fees and prices that you pay for them?

PERV2

Given the fees and prices that you pay for “your mobile phone provider” how would you rate the quality of the products and services offered by “your mobile phone provider”?

Details

The data frame mobi contains the observed data for the model specified by ECSImobi. The from-to-matrizes ECSImm and codeECSIsm represent directed edges connecting the variables in outer/measurement and inner/structural model. They are needed for model specification by mean of the plsm method.

References

Tenenhaus, M., V. E. Vinzi, Y.-M. Chatelin, and C. Lauro (2005) PLS path modeling. Computational Statistics & Data Analysis 48, 159-205.

See Also

ECSImobi, ECSIsm, ECSImm

Examples

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data(mobi)
data(ECSImobi)
ecsi <- sempls(model=ECSImobi, data=mobi, E="C")
ecsi