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High-order PLS path model for multi-group analysis: the prosumership service quality model

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Abstract

This study deepening the analysis of prosumership service quality model (PROSERV), a new model for assessing the customer satisfaction developed in order to take prosumership into account as a fundamental component of service quality and satisfaction (Ciavolino et al. in Int J Bus Soc 18(3):409–426, 2017b). In particular this study wants to demonstrate its factorial invariance by comparing the results obtained in several production sectors and using innovative PLS Path Modelling (PLS-PM) evaluation. The answers of 544 users of services (53.9% women; age: Mean \(=\) 40.77; SD \(=\) 13,270) in 4 sectors: banks, post offices, restaurants and medical centers were examined. A procedure of multi-group analysis based on PLS-PM with high order constructs has been implemented. The results show that in the overall satisfaction there is a substantial invariance between the different components considered by the PROSERV model.

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Authors and Affiliations

  1. Department of History, Society and Human Studies, University of Salento, Lecce, Italy

    Enrico Ciavolino, Sergio Salvatore, Piergiorgio Mossi & Gloria Lagetto

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  1. Enrico Ciavolino
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  2. Sergio Salvatore
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  3. Piergiorgio Mossi
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  4. Gloria Lagetto
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Correspondence to Enrico Ciavolino.

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Ciavolino, E., Salvatore, S., Mossi, P. et al. High-order PLS path model for multi-group analysis: the prosumership service quality model. Qual Quant 53, 2371–2384 (2019). https://doi.org/10.1007/s11135-018-0747-0

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