When the choice of one firm's internationalisation regards the establishment of a subsidiary in a foreign country, then internationalization is a very complex process involving many variables. Some of these variables concern the internal organization of the firm - as for example its economic...

In a few sampling investigations the survey leads to non-homogeneous information, owing to the particular treated subject or to the particular typology of population involved. This happens when a part of the sample units provides reliable information, while another part provides non-reliable...

Come è noto la moderna teoria dei campioni da popolazioni finite considera nonsolo insiemi di unità di prefissata ampiezza, ma si estende anche a popolazioni dellequali non si conosce la dimensione e/o la dislocazione, le così dette popolazioni raree/o elusive, potendo accadere che una...

This paper deals with the measurement of a service or product quality using Customer Satisfaction Survey results. Many different methods are used to analyse customer satisfaction data. Some use statistical models which estimate the relationship between the latent and manifest variables (LISREL,...

In this paper the Rasch model will be considered, a statistical tool arising from psychometric field, which allows the examination of the service quality through the known variables: for each of those an objective measure is obtained. In particular, the application of Rasch model will concern...

Web-surveys are more and more widespread due to their easiness and rapidity; nevertheless, the ones for which mailing lists are not used, cannot be scientifically valued as they show serious coverage errors. In fact, how it is underlined in par.2, the web-population P(w) represents only a subset...

This paper proposes an index founded on objective expectations, with the aim of measuring the CS of a service such as "a university degree course" (DC) provided by the Italian universities. In fact the "quality of university teaching" has been tested for many years now submitting a questionnaire...

In this paper we propose a set of overall indexes for measuring quality and satisfaction of a University Degree Course. These indexes are given by a linear combination of partial indexes according to the "Formative Model", like SERVQUAL or SERVPERF. The differences among them are due to unlike...

The application of the Rasch model to measure the Quality and Customer Satisfaction of a service is possible only for a single dimension of the service. But we know that the Quality and Customer Satisfaction of a service are a compound of more than one dimension. In such a case the Rasch method...