It is known that the service quality is considered a latent variable that is derived from the combination of some other independent latent variables (dimensions). The known variables (attributes), generally expressed by an ordinal scale, are observed by handing out questionnaires to the users of...

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...

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...