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 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...

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...

When the choice of one firm's internationalisation regards the establishment of a subsidiary in a foreign country, then internationalization is a very complex process involving many variables. Some of these variables concern the internal organization of the firm - as for example its economic...

We suggest that the “occupational outcome” of graduates should be considered as an additional dimension in the ranking of Academic Institutions and their Faculties. We measure the occupational outcome through the ISTAT graduate employment national survey. We make an exercise on Humanities...

The present paper provides an overview of the main types of surveys carried out for customer satisfaction analyses. In order to carry out these surveys it is possible to plan a census or select a sample. The higher the accuracy of the survey, the more reliable the results of the analysis. For...

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...

Web-surveys are more and more widespread due to their easiness and rapidity; nevertheless, the ones for which mailing lists are not used, cannot be scientifically valued as they show serious coverage errors. In fact, how it is underlined in par.2, the web-population P(w) represents only a subset...

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...