A Formative Model for Measuring Customer Satisfaction with a Degree Course
UNIMI Economics Working Paper No. 23.2003
16 Pages Posted: 14 Jan 2005
Date Written: September 2003
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
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