IDEAS home Printed from
   My bibliography  Save this paper

Assessment of customer satisfaction in public companies



La ricerca sulla customer satisfaction di operatori e di direttori di 1° e 2° livello di un’Azienda Sanitaria Locale di Torino ha l’obiettivo di stimare lo scarto tra percezioni ed aspettative di qualità di operatori e di manager di 1° livello nei confronti dei dirigenti di riferimento (manager di 2° livello) e di questi nei confronti della mission del top management dell’Azienda. La ricerca permette di definire il tasso di coerenza nei confronti di elementi considerati di qualità dalla dirigenza mentre l’analisi delle aspettative di qualità che gli operatori nutrono nei confronti dei propri referenti definisce l’insieme degli indicatori di gestione, in relazione agli standard della mission ed identifica conseguenti obiettivi di miglioramento e di innovazione.

Suggested Citation

  • Gian Franco Corio, 2002. "Assessment of customer satisfaction in public companies," CERIS Working Paper 200210, Institute for Economic Research on Firms and Growth - Moncalieri (TO) ITALY -NOW- Research Institute on Sustainable Economic Growth - Moncalieri (TO) ITALY.
  • Handle: RePEc:csc:cerisp:200210

    Download full text from publisher

    File URL:
    Download Restriction: no

    References listed on IDEAS

    1. Alessandro Sembenelli & Laura Rondi & Fabio Schiantarelli & Brian Sack, 1993. "Firms' Financial And Real Responses To Business Cycle Shocks And Monetary Tightening: Evidence For Large And Small Italian Companies," CERIS Working Paper 199305, Institute for Economic Research on Firms and Growth - Moncalieri (TO) ITALY -NOW- Research Institute on Sustainable Economic Growth - Moncalieri (TO) ITALY.
    Full references (including those not matched with items on IDEAS)

    More about this item


    International clients; Satisfaction; Performances;

    JEL classification:

    • L2 - Industrial Organization - - Firm Objectives, Organization, and Behavior
    • L8 - Industrial Organization - - Industry Studies: Services
    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:csc:cerisp:200210. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Anna Perin) or (Giancarlo Birello). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.