Çağrı Merkezi Hizmetlerinde Müşteri Beklentisi Boyutlarının Müşteri Tatmini Üzerindeki Etkisinin PLS-Sem İle Ölçümü - The Measurement of the Influence of Customer Expectations Dimensions on Customer Satisfaction in Call Center Services with PLS-Sem

FAC-SEM using PLS-SEM: An empirical illustration in a customer value measurement context

FAC-SEM is a special type of multigroup analysis where the groups are structured as a factorial design. The aim of FAC-SEM is to assess how the path model parameters vary as a function of the dimensions of the underlying factorial design. As such, FAC-SEM offers researchers a unique opportunity to further understand their experimental data. This paper explains how the FAC-SEM methodology can be...

“investigating the relationship between knowledge management and customer satisfaction considering to the e-services”

چکیده : این مطالعه تاثیر مدیریت دانش بر رضایتمندی مشتریان با توجه به خدمات الکترونیک در سازمان حمل و نقل و پایانه های استان سیستان و بلوچستان را مورد بررسی قرار می دهد. جامعه آماری این تحقیق مدیران، سرپرستان و کارشناسان مشغول به کار در سازمان حمل و نقل و پایانه های استان سیستان و بلوچستان بوده که مجموعا 94 نفر می باشند. برای تعیین حداقل نمونه از جدول مورگان استفاده شده است. که با توجه به جدول ...

Single missing data imputation in PLS-SEM

An important source of bias in structural equation modeling (SEM) employing the partial least squares method (PLS) is missing data. Deletion methods, such as listwise and pairwise deletion, have traditionally been used to deal with missing data. These methods are perceived as leading to selective loss of data and significant related biases. Missing data imputation methods, on the other hand, do...

Using LISREL and PLS to Measure Customer Satisfaction

There’s SEM and “SEM”: A Critique of the Use of PLS Regression in Information Systems Research

In disciplines other than IS, the use of covariance-based structural equation modelling (SEM) is the mainstream method for SEM analysis, and for confirmatory factor analysis (CFA). Yet a body of IS literature has developed arguing that PLS regression is a superior tool for these analyses, and for establishing reliability and validity. Despite these claims, the views underlying this PLS literatu...