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RESEARCH PROGRAM
italiano - inglese
Research Units
- Università degli Studi di ROMA "La Sapienza"
STATISTICA,PROBABILITA' E STATISTICHE APPLICATE
- Università degli Studi di PAVIA
ECONOMIA POLITICA E METODI QUANTITATIVI
- Università degli Studi di BOLOGNA
SCIENZE STATISTICHE
- Università degli Studi di PARMA
ECONOMIA
- Università degli Studi di MILANO
SCIENZE ECONOMICHE, AZIENDALI E STATISTICHE
Similar research programs:
- 1 - New multivariate statistical methods of classification and dimensionality reduction for quality assessment and customer satisfaction in public utility services
- 2 - Statistical Methods for regulatory impact analysis
- 3 - STATISTICAL METHODS AND MODELS FOR THE EVALUATION OF THE EDUCATIONAL PROCESSES
- 4 - Cryptographic databases
- 5 - New technologies and tools for the integration of Web search services
- 6 - Learning Hierarchical, Abstract Models from Temporal or Spatial Data
- 7 - Data mining methods for e-business applications
- 8 - Statistical methods for handling complexity and uncertainty in environmental studies
- 9 - The geomatics in support of the actions of Government of the territory
- 10 - Theories and policies of long-term care in an ageing society
Scientific and education field classification
Geographical classification
- Region: Lazio
Bibliografia
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Keywords
DIMENSIONALITY REDUCTION, CLUSTER ANALYSIS, MIXTURE MODELS, ROBUSTNESS, FORWARD SEARCH, CUSTOMER SATISFACTION, QUALITY ASSESSMENT, DATA MINING, OPERATIONAL RISKS, EFFECTIVENESS, EFFICIENCYAdvanced multivariate statistical methods for quality assessment in public utility services: effectiveness-efficiency, risk of the provider, customer satisfaction
Università degli Studi di Roma "La Sapienza"Abstract
The aim of the research group is to propose and develop a set of statistical methods for quality assessment in public utility services, focusing mainly on efficiency, effectiveness, risk of public service providers and customer satisfaction issues.In particular, the research group will develop new multivariate statistical methods for simultaneous analysis of different quality dimensions of a public utility service, where subjective and objective measures will be considered together.
The need for the simultaneous assessment of different quality dimensions has been addressed in the Meeting “Assessment of Quality and Customer Satisfaction in Utility Services”, held in Rome on Sept. 2005, and organized by the research unit of ROME (PRIN04, “New Multivariate Statistical Methods of Classification and Dimensionality Reduction for Quality Assessment and Customer Satisfaction in Public Utility Services”). More than 200 experts in quality assessment took part in the meeting and most of the invited and contributed lectures have been published in a special issue of “Statistica e Applicazioni”, while the book of proceedings is going to be published (editore Guerini).
The current research group will be composed by the units of Bologna, Parma and Roma, which were also in the PRIN04 “New Multivariate Statistical Methods of Classification and Dimensionality Reduction for Quality Assessment and Customer Satisfaction in Public Utility Services”, with the additional units >>>
Principal Investigator
Maurizio Vichi Università degli Studi di ROMA "La Sapienza"Research Objectives
The research group aims at defining and implementing new statistical methods for the analysis and the assessment of quality in public utility services, with particular emphasis on efficiency, effectiveness, customer satisfaction, risk of the provider. In this perspective, we will mainly focus on:- definition of synthetic indicators of single quality dimensions;
- measurement of latent variables affecting the single dimensions (i.e. perceived quality)
- objective evaluation of public services’ quality;
- statistical modelling of interdependence between the different quality dimensions as well as dependence on external factors.
We will discuss both methodological and applied issues with to provide simple, effective and flexible statistical methods to analyze the quality of services. The aim is to define a set of statistical techniques that can be simply understood also by non-expert users, to widen as much as possible the audience of quality measurement issues.
We will start the research program from the analysis of those methodological approaches and solutions which have been proved to be successful so far, in order to highlight potential limitations and stress future developments and/or innovative analysis paradigms.
The first goal is the development of a critical review of statistical methods for the assessment of quality in public utility services. In particular we aim at reviewing measures of customer >>>
Timescale
24 monthsNational and international background
Evaluation and comparison of public utility services (such as fixed and mobile phone companies, power supply companies or rail and urban transportation services) were recently the main focus of many research activities both on a national and on an international level. This is also because of privatization processes, which were recently carried out or are still in progress all around European countries. Strategic choices about how, when, where and at which cost to provide a public service, customer expectations towards service availability and prices, worker expectations towards occupational level and payments, are all crucial elements which have to be taken into account in decision making policy. Furthermore, once a selected intervention has been undertaken, customer satisfaction, prices trend, workers condition and privatization impact on social-economical state of households are to be continuously evaluated and monitored.The issue is undoubtedly complex, due to peculiar features of public utility services with respect to other services or products available on the market. For this reason, different aspects are to be simultaneously taken into account: economic, financial and social aspects. Multivariate analyses, with strong mathematical and statistical bases, are then to be adopted. That’s why providers of public services, both public or private, are more and more involved in complex analyses and feel the need for proper scientific support in decision making >>>



