Analisi della qualità di un servizio: un confronto tra scale mediante il modello di Rasch
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The evaluation of service quality is as important as problematic matter. In fact, evaluation of the quality of a services involves all the difficulties one typically meets when try to measure an abstract concept: quality is an hidden, directly unobservable, meaning-needed aspect of a service. In this paper we consider a possible solution in efforts to measure quality, the use of Rasch Model (originally introduced in the psychometric field) in client satisfaction analysis. After a brief introduction to the Rasch model, this paper is focused on the effects of the measure scale used in collecting data on the results obtained. In particular, a data set in evaluating teachers’ effectiveness in University courses is used to make comparison between two measure scales that differ in number of (ordinal) categories (five to four categories).
Keywords: Customer satisfaction, ordinal scales, Rasch model. Authors biographyLaura Pagani, Dipartimento di Scienze Statistiche – Università degli Studi di Udine – via Treppo 18, 33100 Udine (e-mail: pagani@dss.uniud.it).M. Chiara Zanarotti, Istituto di Statistica – Università Cattolica di Milano – L.go Gemelli, 1, 20122 Milano (e-mail: chiara.zanarotti@unicatt.it). |
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