The customer satisfaction measure in Public Services: the case of an Italian Chamber of Commerce - Laura Pagani, Gian Pietro Zaccomer, Maria Chiara Zanarotti - Vita e Pensiero - Articolo Statistica & Applicazioni

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

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The customer satisfaction measure in Public Services: the case of an Italian Chamber of Commerce
Article
Journal STATISTICA & APPLICAZIONI
Issue STATISTICA & APPLICAZIONI - 2011 - 1
Title The customer satisfaction measure in Public Services: the case of an Italian Chamber of Commerce
Authors , ,
Publisher Vita e Pensiero
Format Article | Pdf
Online da 01-2011
Issn 1824-6672 (print) | 2283-6659 (digital)
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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.