In a few sampling investigations the survey leads to non-homogeneous information, owing to the particular treated subject or to the particular typology of population involved. This happens when a part of the sample units provides reliable information, while another part provides non-reliable...

In this paper we split up the sampling error occurred in stratified and clustering sampling, called global error and measured by the variance of estimator, in many partial errors each one referred to a single stratum or cluster. In particular, we study, for clustering sampling, the empirical...

Come è noto la moderna teoria dei campioni da popolazioni finite considera nonsolo insiemi di unità di prefissata ampiezza, ma si estende anche a popolazioni dellequali non si conosce la dimensione e/o la dislocazione, le così dette popolazioni raree/o elusive, potendo accadere che una...

This paper deals with the measurement of a service or product quality using Customer Satisfaction Survey results. Many different methods are used to analyse customer satisfaction data. Some use statistical models which estimate the relationship between the latent and manifest variables (LISREL,...

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...

This paper proposes an index founded on objective expectations, with the aim of measuring the CS of a service such as "a university degree course" (DC) provided by the Italian universities. In fact the "quality of university teaching" has been tested for many years now submitting a questionnaire...

In this paper we propose a set of overall indexes for measuring quality and satisfaction of a University Degree Course. These indexes are given by a linear combination of partial indexes according to the "Formative Model", like SERVQUAL or SERVPERF. The differences among them are due to unlike...

The application of the Rasch model to measure the Quality and Customer Satisfaction of a service is possible only for a single dimension of the service. But we know that the Quality and Customer Satisfaction of a service are a compound of more than one dimension. In such a case the Rasch method...

In order measure the competitiveness of a local Health Service organisation it is necessary to analyse not only internal performance levels but also the perceived quality of the services provided and the level of customer satisfaction attained; this is directly linked to the management aspects of...