A Formative Model for Measuring Customer Satisfaction with a Degree Course

UNIMI Economics Working Paper No. 23.2003

16 Pages Posted: 14 Jan 2005

See all articles by Francesca De Battisti

Francesca De Battisti

Universita degli Studi di Milano - Dipartimento Economia Politica e Aziendale - Sezione di Statistica e Matematica

Giovanna Nicolini

Universita degli Studi di Milano

Date Written: September 2003

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 or crosswise, thus providing different possibilities for analysis. The system of weighting used has been based upon the actual number of answers to each question.

Keywords: Customer satisfaction, formative ,model, partial and overall indexes

JEL Classification: C19

Suggested Citation

De Battisti, Francesca and Nicolini, Giovanna, A Formative Model for Measuring Customer Satisfaction with a Degree Course (September 2003). UNIMI Economics Working Paper No. 23.2003, Available at SSRN: https://ssrn.com/abstract=648466 or http://dx.doi.org/10.2139/ssrn.648466

Francesca De Battisti (Contact Author)

Universita degli Studi di Milano - Dipartimento Economia Politica e Aziendale - Sezione di Statistica e Matematica ( email )

Milano, I-20122
Italy

Giovanna Nicolini

Universita degli Studi di Milano ( email )

Milan, 20122
Italy

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