Customer Satisfaction Evaluation Using Multidimensional Item Response Theory Models

Federico Andreis () and Pier Alda Ferrari

Departmental Working Papers from Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano

Abstract: In this paper Multidimensional Item Response Theory models, developed in the fields of psychometrics and ability assessment, are discussed in connection with the problem of evaluating customer satisfaction. These models allow us to take into account latent constructs at various degrees of complexity and provide interesting new perspectives for services quality assessment. Markov Chain Monte Carlo techniques are considered for estimation and the problem of missing data is faced. An application to a real dataset is also presented.

Keywords: Binary Responses; Compensatory Models; Mirt; MCMC (search for similar items in EconPapers)
JEL-codes: C43 D18 H40 L88 (search for similar items in EconPapers)
Date: 2015-12-14
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:mil:wpdepa:2015-25

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