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Analisi di customer satisfaction. L'applicabilita' dell'approccio lisrel.

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s − σ(θ)]′ W −1 [s − σ(θ)]. ('/" s 2 0* /"--'+" 21 (p + q)(p + q + 1) ("7#) "#","*-) *'* +)E"-0-) () S B ,"*-+" σ(θ) 2 )# $'++)&E'*("*-" /"--'+" ("##' &-"&&' '+()*" () Σ(θ): θ 2 )# /"--'+" t × 1 () E%+%,"-+) #)I"+) (% &-),%+": J*K*" W −1 2 0*% ,%-+)$" ("K*)-% E'&)-)/% () E"&) () '+()*" 21 (p + q)(p + q + 1) × 12 (p + q)(p + q + 1): L$"7#)"+",' (0*30" $'," &-),% () θ 30"# /"--'+" θˆ $6" ,)*),)11% #% &',,% E"&%-% ("7#) &$%+-) %# 30%(+%-' () s (% σ(θ): W 2 -)E)$%,"*-" 0*% &-),% $'*&)&-"*-" ("##% ,%-+)$" () $'/%+)%*1% %&)*-'-)$% -+% s " s:. ACOV (sij , sgh ) = N −1 (σijgh − σij σgh ) ('/" σijgh 2 E(Xi − µi )E(Xj − µj )E(Xg − µg )E(Xh − µh ): F*' &-),%-'+" $%,E)'*%+)' E"+ σijgh &%+. (0*30"G. sijgh =. N 1 X (Zit − Z i )(Zjt − Z j )(Zgt − Z g )(Zht − Z h )) N t=1. ,"*-+" E"+ σij &%+.G. sij =. N 1 X (Zit − Z i )(Zjt − Z j ) N t=1. J* 30"&-' $%&' θˆ '--"*0-' $'* W LS 2 0*' &-),%-'+" $'*&)&-"*-" () θ &'--' $'*()1)'*) ,'#-' 7"*"+%#) " %&)*-'-)$%,"*-" "5$)"*-": J*'#-+" &'*' ()&E'*)I)#) ˆ " 0* -"&- M6)430%(+' (N − 1)FW LS E"+ $'*(0++" 0*% $'++"--% ACOV (θ) 0*8%$$0+%-% )*9"+"*1%: H% ,%-+)$" () $'/%+)%*1% %&)*-'-)$% 2G. N. −1. ". !. ∂σ(θ) ∂σ(θ) Σ−1 ss ∂(θ) ∂(θ). !′ #−1.

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p + q)(p + q + 1) × 12 (p + q)(p + q + 1)= B(83# (#. 8'7* +- 10 4'$-'<-.- +*4$#/* -(4#$)-$# &(' /')$-8# 55 ×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