Some Uses of Rasch Models Parameters in Customer Satisfaction Data Analysis

Research output: Contribution to journalArticlepeer-review

Abstract

Abstract: Rasch model is becoming an interesting and performed tool in customer satisfaction studies. Through the Rasch analysis it is possible to obtain independent measures for both customers and items devoted to collect customers opinions about quality. The aim of this paper is to use these parameters to perform further analysis: item parameters and thresholds parameters allows us to check items and responses categories coherence; estimated person parameters are instead used as dependent variables in multilevel models to study relations between customers satisfaction and other variables included in a hierarchical structure. To illustrate the proposed method an application with students satisfaction data is carried out.
Original languageEnglish
Pages (from-to)83-95
Number of pages13
JournalQUALITY TECHNOLOGY & QUANTITATIVE MANAGEMENT
Volume7
DOIs
Publication statusPublished - 2010

Keywords

  • Customer satisfaction
  • Rasch models
  • multilevel models

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