In this paper two indexes will be proposed. Customer Satisfaction of a service (e.g.: Degree Course) will be study through a "so called" formative model. It seems possible to breakdown the two indexes into three levels, which can be considered from bottom to top of crosswise, thus providing different possibilities for analysis. The system of weighting used has been based upon the actual number of answers to each question.
A Formative Model for Measuring Customer Satisfaction with a Degree Course / G. Nicolini, F. De Battisti. - In: STATISTICA APPLICATA. - ISSN 1125-1964. - 16:1(2004), pp. 73-87.
A Formative Model for Measuring Customer Satisfaction with a Degree Course
G. NicoliniPrimo
;F. De BattistiUltimo
2004
Abstract
In this paper two indexes will be proposed. Customer Satisfaction of a service (e.g.: Degree Course) will be study through a "so called" formative model. It seems possible to breakdown the two indexes into three levels, which can be considered from bottom to top of crosswise, thus providing different possibilities for analysis. The system of weighting used has been based upon the actual number of answers to each question.
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