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, 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...