Maria Chiara Zanarotti

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.

The aim of this paper is to introduce users’ measures obtained by the Rasch model into a multilevel analysis, to study relations between users’ satisfaction and other variables included in a hierarchical structure.