Multidimensional extensions of IRT models and their application to customer satisfaction evaluation

Multidimensional IRT models (MIRTM), developed in the fields of psychometrics and ability assessment, are here considered in connection with the problem of evaluating customer satisfaction. Different models, that allow us to take into account more complex and, possibly, more realistic latent constructs than those usually assumed, are presented and discussed. Eventually, these models are applied to a real dataset, MCMC techniques for the estimation are implemented and analogies and differences with results from previous analyses on the same survey in the literature are discussed.