The Customer Satisfaction Survey for a Chamber of Commerce: a case study for a different perspective of analysis
Objectives
The present paper aims at analysing the Customer Satisfaction Survey
(CSS) dataset of an Italian Chamber of Commerce. This dataset has been collected in years 2006-2007 and previously analysed considering the SERVQUAL method. The idea here is to consider an alternative approach allowing for ordinal qualitative variables.
Methods and Results
The adopted method is a politomic generalization of Rasch model: the Partial Credit Model. The paper focuses on results regarding a single office, but all other analyses confirm these results: the complete analysis
shows that the supplied questionnaire are generally valid identifying some minor issues only.
Conclusions
The paper concludes with some suggestions to improve the quality of the CSS as the reduction of Likert scale levels, the introduction of “extreme” items (allowing for better measures identification), and, last but not least, the necessity of adoption of a better sample selection method.
