mobi {seminr} | R Documentation |
Measurement Instrument for the Mobile Phone Industry
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
mobi
Format
A data frame with 250 rows and 24 variables:
- 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 percentage) 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.
References
Tenenhaus, M., V. E. Vinzi, Y.-M. Chatelin, and C. Lauro (2005) PLS path modeling. Computational Statistics & Data Analysis 48, 159-205.
Examples
data("mobi")