Gian Pietro Zaccomer

Author's titles

The customer satisfaction measure in Public Services: the case of an Italian Chamber of Commerce

by Laura Pagani, Gian Pietro Zaccomer, Maria Chiara Zanarotti

Year: 2011

SUMMARY Nowadays, in Italy, surveys carried out to measure Customer Satisfaction in Public Services are going to become more important and systematic. The new directive form Public Function Office (2004) emphasizes the fundamental role of users’ opinions to drive and possibly improve public services. The administrators have to consider users’ opinions, because these judgments are useful to offer more acceptable and appreciable services. Measure Customer Satisfaction in Public services is not a simple task and for this reason it is at the center of growing attentions. In this paper, after dealing some theoretical aspects related to this matter, the case of an Italian Chamber of Commerce is considered and different statistical methods to analyze users’ satisfaction data are proposed. Keywords: Service Quality, Heterogeneity and Dissimilarity Index, Rasch Analysis, Overall Satisfaction.

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A definition of neighborhoods based on Local Labor Systems: a regional application on employment data

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by Pamela Mason, Gian Pietro Zaccomer

Year: 2008

The singling out of a neighborhood is often a critical point when we wish to employ one of the tools proposed by spatial statistics. In fact this is directly correlated to the researcher’s hypothesis on how interactions among territorial units affect the performances of the phenomenon under examination. The aim of this article is to compare results obtained by different shift-share decompositions related to the annual variation of regional employment in Friuli Venezia Giulia. Many of the different spatial weights matrices proposed by literature are here taken into consideration. As in other contexts, in this paper the interpretation of neighborhood is fundamental. Therefore, we introduce a specific method to create a neighborhood in order to assign it an explicit territorial meaning.

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