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The rasch model to measure service quality

Author

Listed:
  • Francesca DE BATTISTI

    ()

  • Giovanna NICOLINI

    ()

  • Silvia SALINI

    ()

Abstract

In this paper the Rasch model will be considered, a statistical tool arising from psychometric field, which allows the examination of the service quality through the known variables: for each of those an objective measure is obtained. In particular, the application of Rasch model will concern the quality of university teaching. Moreover a method will be proposed to obtain a segmentation of student population only based on satisfaction index

Suggested Citation

  • Francesca DE BATTISTI & Giovanna NICOLINI & Silvia SALINI, 2003. "The rasch model to measure service quality," Departmental Working Papers 2003-27, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.
  • Handle: RePEc:mil:wpdepa:2003-27
    as

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    File URL: http://wp.demm.unimi.it/files/wp/2003/DEMM-2003_027wp.pdf
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    Cited by:

    1. Lara Fontanella & Annalina Sarra & Simone Di Zio & Pasquale Valentini, 2016. "A hierarchical generalised Bayesian SEM to assess quality of democracy in Europe," METRON, Springer;Sapienza Università di Roma, vol. 74(1), pages 117-138, April.
    2. Francesca DE BATTISTI & Silvia SALINI & Alberto CRESCENTINI, 2004. "Statistical calibration of psychometric tests," Departmental Working Papers 2004-16, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.
    3. Giovanna NICOLINI & Francesca DE BATTISTI, 2004. "Global indexes for the evaluation of university teaching," Departmental Working Papers 2004-15, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.

    More about this item

    Keywords

    Customer Satisfaction; Rasch Analysis; Latent Variables; Calibration;

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