| 1. |
- Anders, Berntson, et al.
(author)
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Influence of pulse width and dispersion period on 40 Gbit/s dispersion-managed RZ transmission
- 2000
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In: Conference on Lasers and Electro-Optics (CLEO 2000). - : IEEE.
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Journal article (peer-reviewed)abstract
- An overview is given on the numerical investigation of the influence of the dispersion period and the pulse width on the performance of a dispersion-managed (DM) transmission link. Results from studying a transmission link of alternating pieces of standard fiber (SF) and dispersion compensating fiber (DCF) are discussed.
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| 3. |
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| 4. |
- Brun, Johan, et al.
(author)
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Measuring asthma patient satisfaction in Sweden using partial least squares
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In: International Journal of Health Care Quality Assurance. - 0952-6862. ; 17:4-5, s. 221-229
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Journal article (peer-reviewed)abstract
- Examines the relationships between different aspects involved in asthma treatment. Analyses each aspect's impact on overall patient satisfaction with asthma treatment. Also studies how outcome variables such as compliance with physician's recommendations, health-related quality of life and resource use are affected by the degree of patient satisfaction. The results refer to asthma patients as a group but not necessarily to each patient as an individual. The statistical technique applied for this analysis is partial least squares. Tests the suggested generic model on 599 respondents from a questionnaire survey. The structure of the suggested model is well supported by the data.
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| 5. |
- Cassel, Claes M., et al.
(author)
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On measurement of intangible assets: A study of robustness of partial least squares
- 2000
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In: Total quality management. - : Taylor & Francis Group. - 1360-0613 .- 0954-4127. ; 11:7, s. 897-907
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Journal article (peer-reviewed)abstract
- The customer asset is an important intangible. Its value depends, for example, on the customer satisfaction level. Thus, it is important to monitor that level, and to identify cost-efficient actions to improve it. The European Customer Satisfaction Index (ECSI) system is based on a structural model for such monitoring, a model that is estimated by partial least squares (PLS). The robustness of PLS applied on an ESCI-like measurement model is studied in the present paper. Monte Carlo simulations show that PLS is reasonably robust against multicollinearity, skew response distributions and various types of model misspecifications. This is true, in particular, when estimating the customer satisfaction index.
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| 6. |
- Eckerlund, Ingemar, et al.
(author)
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Change-oriented patient questionnaires : testing a new method at three departments of ophthalmology.
- 1997
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In: International journal of health care quality assurance incorporating Leadership in health services. - : MCB University Press. - 1366-0756. ; 10, s. 254-259
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Journal article (other academic/artistic)abstract
- The use of patient questionnaires has increased widely in recent years. Their purpose, to incorporate patient perspectives into the orientation and design of health care, is, of course, commendable. However, the survey methods themselves have been less adequate, both in terms of validity and reliability, and with respect to the potential for using the results to improve the quality of health care. Presents a pilot study at three departments of ophthalmology in Sweden, involving a new method which meets reasonable demands for validity and reliability, and is explicitly change-oriented.
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| 7. |
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| 8. |
- Eklöf, Jan A., et al.
(author)
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The pan-European customer satisfaction index programme-current work and the way ahead
- 2002
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In: Total quality management. - : Taylor & Francis Ltd. - 1360-0613 .- 0954-4127. ; 13:8, s. 1099-1106
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Journal article (peer-reviewed)abstract
- Any organization has to listen to its external customers and clients. In a number of studies it has been shown that the long-term success of a corporation is closely related to its possibility to adapting to customer needs and changing preferences. Satisfying customers should thus be a goal in its own right for all future-oriented organizations. In order to monitor customer satisfaction and to take action to improve it, a number of different methods have been devised and implemented in practice. However, for the purpose of real usefulness, a number of criteria have to be fulfilled on any such measurement system, not least if the ambition is to compare and benchmark. This is the spirit in which the Pan-European intiative to develop, launch and implement a system for comparable aggregate (national) Performance Satisfaction Index studies (the EPSI Rating) has evolved. In the paper the EPSI Rating model for comparable Customer Satisfaction Index (CSI) is presented and the fulfilment of the quality criteria are elaborated, based on three years of national studies. In this context, possibilities and limitations for systematic comparisons are highlighted using a combined time-series and cross-section approach. It is also illustrated how the EPSI Rating results may be combined with company specific measures using a similar framework in order to arrive at proposals for strategic and operational improvements. Furthermore, lessons learned so far are discussed and an agenda for future development is presented.
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| 9. |
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| 10. |
- Hackl, Peter, et al.
(author)
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Structural analysis and measurement of customer perceptions, assuming measurement and specifications errors
- 2001
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In: Total quality management. - : Taylor & Francis Ltd. - 1360-0613 .- 0954-4127. ; 12:7-8, s. 873-881
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Journal article (peer-reviewed)abstract
- In previous research (e.g. Cassel et al., 1999,Journal of Applied Statistics26, pp. 435-446; Cassel et al., 2000, Total Quality Management, 11, pp. 897-907) the bias and precision effects, for various specification problems, on the structural analysis and measurement of customer perceptions have been studied. In this paper the combined effects of some of the most significant problems, misspecifications and skew response distributions, and certain types of measurement errors, are studied. The measurement errors considered reflect the bias due to the inertia of respondents in adapting to changes. In the situation of repeated measurements, the later response tends to be biased towards the former response. This effect can be modelled by implementing certain change filtering assumptions. A simulation study using the European Performance Satisfaction Index (EPSI) structure demonstrates that the EPSI measurement methodology using partial least squares is very robust with respect to the problems introduced in the simulations. This is true, in particular, when estimating the inner structure of the model and when estimating the outer measurement relations of the model. The estimated values of the latent variables (such as the customer satisfaction index) are affected in an expected way.
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