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

Name: The customer satisfaction measure in Public Services: the case of an Italian Chamber of Commerce
Brand: Vita e Pensiero
Availability: OnlineOnly

digital

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

Pages

Online from

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.

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