The customer satisfaction measure in Public Services: the case of an Italian Chamber of Commerce
| STATISTICA & APPLICAZIONI - 2011 - 1
Nowadays, in Italy, surveys carried out to measure Customer Satisfaction in Public Services are
going to become more important and systematic. The new directive form Public Function Office
(2004) emphasizes the fundamental role of users’ opinions to drive and possibly improve public services.
The administrators have to consider users’ opinions, because these judgments are useful to offer
more acceptable and appreciable services. Measure Customer Satisfaction in Public services is
not a simple task and for this reason it is at the center of growing attentions. In this paper, after
dealing some theoretical aspects related to this matter, the case of an Italian Chamber of Commerce
is considered and different statistical methods to analyze users’ satisfaction data are proposed.
Keywords: Service Quality, Heterogeneity and Dissimilarity Index, Rasch Analysis, Overall