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The Rasch model

Francesca De Battisti, Giovanna Nicolini and Silvia Salini

This chapter introduces the Rasch model and its use in the context of customer satisfaction surveys. The Rasch analysis provides effective measures of customer satisfaction with specific items related to product or service quality. In general, it is more difficult to measure satisfaction and quality levels of a service than it is for a product, since a product's quality is directly observable and may be different from the level of satisfaction it provides. When dealing with a service, the perceived quality and level of customer satisfaction are the results of a complex process. The Rasch analysis supplies two sets of coefficients which provide a simultaneous evaluation of subjective features related to the degree of satisfaction and object....