mobi: Measurement Instrument for the Mobile Phone Industry
In semPLS: Structural Equation Modeling Using Partial Least Squares

Description Usage Format Details References See Also Examples

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).

data(mobi)
data(ECSImobi)
data(ECSImm)
data(ECSIsm)

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”?

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.

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

ECSImobi, ECSIsm, ECSImm

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

Loading required package: lattice
All 250 observations are valid.
Converged after 6 iterations.
Tolerance: 1e-07
Scheme: centroid
                                Path Estimate
lam_1_1               Image -> IMAG1    0.743
lam_1_2               Image -> IMAG2    0.601
lam_1_3               Image -> IMAG3    0.578
lam_1_4               Image -> IMAG4    0.768
lam_1_5               Image -> IMAG5    0.744
lam_2_1         Expectation -> CUEX1    0.771
lam_2_2         Expectation -> CUEX2    0.687
lam_2_3         Expectation -> CUEX3    0.612
lam_3_1             Quality -> PERQ1    0.803
lam_3_2             Quality -> PERQ2    0.637
lam_3_3             Quality -> PERQ3    0.784
lam_3_4             Quality -> PERQ4    0.769
lam_3_5             Quality -> PERQ5    0.756
lam_3_6             Quality -> PERQ6    0.775
lam_3_7             Quality -> PERQ7    0.779
lam_4_1               Value -> PERV1    0.904
lam_4_2               Value -> PERV2    0.938
lam_5_1        Satisfaction -> CUSA1    0.799
lam_5_2        Satisfaction -> CUSA2    0.846
lam_5_3        Satisfaction -> CUSA3    0.852
lam_6_1          Complaints -> CUSCO    1.000
lam_7_1             Loyalty -> CUSL1    0.814
lam_7_2             Loyalty -> CUSL2    0.219
lam_7_3             Loyalty -> CUSL3    0.917
beta_1_2        Image -> Expectation    0.505
beta_2_3      Expectation -> Quality    0.557
beta_2_4        Expectation -> Value    0.051
beta_3_4            Quality -> Value    0.557
beta_1_5       Image -> Satisfaction    0.179
beta_2_5 Expectation -> Satisfaction    0.064
beta_3_5     Quality -> Satisfaction    0.513
beta_4_5       Value -> Satisfaction    0.192
beta_5_6  Satisfaction -> Complaints    0.526
beta_1_7            Image -> Loyalty    0.195
beta_5_7     Satisfaction -> Loyalty    0.483
beta_6_7       Complaints -> Loyalty    0.071