It is known that the service quality is considered a latent variable that is derived from the combination of some other independent latent variables (dimensions). The known variables (attributes), generally expressed by an ordinal scale, are observed by handing out questionnaires to the users of...

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...