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.
|Numero di pagine||13|
|Rivista||QUALITY TECHNOLOGY & QUANTITATIVE MANAGEMENT|
|Stato di pubblicazione||Pubblicato - 2010|
- Customer satisfaction
- Rasch models
- multilevel models