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Customer Satisfaction Evaluation Using Multidimensional Item Response Theory Models

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  • Federico ANDREIS
  • Pier Alda FERRARI

Abstract

In this paper Multidimensional Item Response Theory models, developed in the fields of psychometrics and ability assessment, are discussed in connection with the problem of evaluating customer satisfaction. These models allow us to take into account latent constructs at various degrees of complexity and provide interesting new perspectives for services quality assessment. Markov Chain Monte Carlo techniques are considered for estimation and the problem of missing data is faced. An application to a real dataset is also presented.

Suggested Citation

  • Federico ANDREIS & Pier Alda FERRARI, 2015. "Customer Satisfaction Evaluation Using Multidimensional Item Response Theory Models," Departmental Working Papers 2015-25, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.
  • Handle: RePEc:mil:wpdepa:2015-25
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    File URL: http://wp.demm.unimi.it/files/wp/2015/DEMM-2015_25wp.pdf
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    References listed on IDEAS

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    Cited by:

    1. Federica Cugnata & Silvia Salini, 2014. "Model-based approach for importance–performance analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(6), pages 3053-3064, November.

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    More about this item

    Keywords

    Binary Responses; Compensatory Models; Mirt; MCMC;
    All these keywords.

    JEL classification:

    • C43 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Index Numbers and Aggregation
    • D18 - Microeconomics - - Household Behavior - - - Consumer Protection
    • H40 - Public Economics - - Publicly Provided Goods - - - General
    • L88 - Industrial Organization - - Industry Studies: Services - - - Government Policy

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