Perceived Importance of Service Elements in Client Satisfaction Measures

ABSTRACT

Many evaluators or service providers develop their own client satisfaction measures using satisfaction rating items representing service elements specific to the service settings. Global satisfaction scores are then produced by summing these item scores while assuming an equal contribution of all items. One approach to overcome evidence against this assumption is importance weighting, which is achieved by considering both item satisfaction and item importance in measuring overall satisfaction. Unfortunately, the adequacy of importance weighting in client satisfaction measures is not well understood. This study assessed the adequacy of importance weighting. Analyzing data from a previous client satisfaction survey with 110 older adults, the current study found that the relationship between global client satisfaction and the sum of satisfaction scores across service elements was dependent upon the patterns of respondents’ perceived importance of service elements. These results provide support for importance weighting and suggest the need for incorporating perceived importance of service elements in measuring overall client satisfaction.     

An alternative to unrelated randomized response techniques with logistic regression analysis

The randomized response technique (RRT) is an important tool that is commonly used to protect a respondent’s privacy and avoid biased answers in surveys on sensitive issues. In this work, we consider the joint use of the unrelated-question RRT of Greenberg et al. (J Am Stat Assoc 64:520–539, 1969) and the related-question RRT of Warner (J Am Stat Assoc 60:63–69, 1965) dealing with the issue of an innocuous question from the unrelated-question RRT. Unlike the existing unrelated-question RRT of Greenberg et al. (1969), the approach can provide more information on the innocuous question by using the related-question RRT of Warner (1965) to effectively improve the efficiency of the maximum likelihood estimator of Scheers and Dayton (J Am Stat Assoc 83:969–974, 1988). We can then estimate the prevalence of the sensitive characteristic by using logistic regression. In this new design, we propose the transformation method and provide large-sample properties. From the case of two survey studies, an extramarital relationship study and a cable TV study, we develop the joint conditional likelihood method. As part of this research, we conduct a simulation study of the relative efficiencies of the proposed methods. Furthermore, we use the two survey studies to compare the analysis results under different scenarios.     

A simple approach to an integrated single-vendor single-buyer inventory system with shortage

In this article, a simple approach with two basic inequalities (Cauchy–Schwarz inequality and arithmetic–geometric mean inequality) is used to solve the integrated single-vendor single-buyer inventory problem developed by Wu and Ouyang (Wu, K.-S. and Ouyang, L.-Y., 2003. An integrated single-vendor single-buyer inventory system with shortage derived algebraically. Production Planning & Control, 14 (6), 555–561). Without the method of completing perfect square, the proposed approach yields the global minimum of the integrated total cost per year more easily than the algebraic approach used by Wu and Ouyang (2003 Wu, K-S and Ouyang, L-Y. 2003. An integrated single-vendor single-buyer inventory system with shortage derived algebraically. Production Planning & Control, 14(6): 555–561. [Taylor & Francis Online], [Web of Science ®] , [Google Scholar]). In addition, for people without the background of calculus, it is more useful to determine the buyer's economic order quantity and the vendor's optimal number of deliveries.     

Inferences on the coefficient of variation of an inverse gaussian distribution

The likelihood ratio test for a characteristic parameter of the inverse Gaussian distribution is derived. The parameter of interest characterizes the coefficient of variation, the skewness and the kurtosis of the distribution. The distribution of the test statistic is presented in a simplified form. Useful quanfiles of the distribution are given. Methods for constructing confidence bounds for the parameter, including Bayes highest posterior density intervals, are considered.     

Bayesian Spatial Analysis for the Evaluation of Breast Cancer Detection Methods

This study investigated the impact of spatial location on the effectiveness of population‐based breast screening in reducing breast cancer mortality compared to other detection methods among Queensland women. The analysis was based on linked population‐based datasets from BreastScreen Queensland and the Queensland Cancer Registry for the period of 1997–2008 for women aged less than 90 years at diagnosis. A Bayesian hierarchical regression modelling approach was adopted and posterior estimation was performed using Markov Chain Monte Carlo techniques. This approach accommodated sparse data resulting from rare outcomes in small geographic areas, while allowing for spatial correlation and demographic influences to be included. A relative survival model was chosen to evaluate the relative excess risk for each breast cancer related factor. Several models were fitted to examine the influence of demographic information, cancer stage, geographic information and detection method on women's relative survival. Overall, the study demonstrated that including the detection method and geographic information when assessing the relative survival of breast cancer patients helped capture unexplained and spatial variability. The study also found evidence of better survival among women with breast cancer diagnosed in a screening program than those detected otherwise, as well as lower risk for those residing in a more urban or socio‐economically advantaged region, even after adjusting for tumour stage, environmental factors and demographics. However, no evidence of dependency between method of detection and geographic location was found. This project provides a sophisticated approach to examining the benefit of a screening program while considering the influence of geographic factors.     

A Cautionary Note on the Analysis of Extreme Data with Cox Regression

This article analyzes a small censored data set to demonstrate the potential dangers of using statistical computing packages without understanding the details of statistical methods. The data, consisting of censored response times with heavy ties in one time point, were analyzed with a Cox regression model utilizing SAS PHREG and BMDP2L procedures. The p values, reported from both SAS PHREG and BMDP2L procedures, for testing the equality of two treatments vary considerably. This article illustrates that (1) the Breslow likelihood used in both BMDP2L and SAS PHREG procedures is too conservative and can have a critical effect on an extreme data set, (2) Wald's test in the SAS PHREG procedure may yield absurd results from most likelihood models, and (3) BMDP2L needs to include more than just the Breslow likelihood in future development.     

Generalized Confidence Interval Estimation for the Difference in Paired Areas Under the ROC Curves in the Absence of a Gold Standard

Receiver operating characteristic (ROC) curves can be used to assess the accuracy of tests measured on ordinal or continuous scales. The most commonly used measure for the overall diagnostic accuracy of diagnostic tests is the area under the ROC curve (AUC). A gold standard (GS) test on the true disease status is required to estimate the AUC. However, a GS test may be too expensive or infeasible. In many medical researches, the true disease status of the subjects may remain unknown. Under the normality assumption on test results from each disease group of subjects, we propose a heuristic method of estimating confidence intervals for the difference in paired AUCs of two diagnostic tests in the absence of a GS reference. This heuristic method is a three-stage method by combining the expectation-maximization (EM) algorithm, bootstrap method, and an estimation based on asymptotic generalized pivotal quantities (GPQs) to construct generalized confidence intervals for the difference in paired AUCs in the absence of a GS. Simulation results show that the proposed interval estimation procedure yields satisfactory coverage probabilities and expected interval lengths. The numerical example using a published dataset illustrates the proposed method.     

On estimating the mean of the selected population with unknown variance

This paper compares four estimators of the mean of the selected population from two normal populations with unknown means and common but unknown variance. The selection procedure is that the population yielding the largest sample mean is selected. The four estimators considered are invariant under both location and scale transformations. The bias and mean square errors of the four estimators are computed and compared. The conclusions are close to those reported by Dahiya ‘1974’, even for small sample sizes     

Logistic regression analysis of randomized response data with missing covariates

Randomized response is an interview technique designed to eliminate response bias when sensitive questions are asked. In this paper, we present a logistic regression model on randomized response data when the covariates on some subjects are missing at random. In particular, we propose Horvitz and Thompson (1952)-type weighted estimators by using different estimates of the selection probabilities. We present large sample theory for the proposed estimators and show that they are more efficient than the estimator using the true selection probabilities. Simulation results support theoretical analysis. We also illustrate the approach using data from a survey of cable TV.