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

Free

digital

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

Article

Magazine

STATISTICA & APPLICAZIONI

Section

Open Access

Title

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

Authors

Laura Pagani, Gian Pietro Zaccomer, Maria Chiara Zanarotti

Publisher

Vita e Pensiero

Format

Article |

Pdf

Online from

01-2011

Issn

1824-6672 (print) | 2283-6659 (digital)

Write a comment for this product

Offer valid until 02/12/2023

Download

Ebook format Pdf readable on these devices:

Computer
with Software:
- Adobe PDF Reader
Android
iPhone/Ipad
with App:
- Adobe PDF Reader
E-Book Reader
Ibs Tolino
Kobo

Description Readers' comments

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.

Enter a comment for The customer satisfaction measure in Public Services: the case of an Italian Chamber of Commerce