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RESEARCH PRODUCT

Modeling Ordinal Item Responses via Binary GLMMs and Alternative Link Functions: An Application to Measurement of a Perceived Service Quality

subject

description

Evaluation of a service on the basis of consumer opinion is a widespread practice in many fields. The assessment of perceived quality [7] of a service is generally carried out through administration of a questionnaire, composed of several items with responses posed on an ordinal scale, whereby each item represents an important feature of the evaluated service [3, 7]. In this context, the aim is to evaluate something similar to the external effectiveness, that is the part of efficacy related to the satisfaction expressed by the service users for the provided service. A particular and important example of service users is represented by students’ responses measuring the perceived quality of services at the Reception Office of their College or Faculty. The service provided to the students by Reception may consist of several front office operations, including access and admission to University, student examination certificates, and career certificate credit courses. Student perceive whether or not Reception service is responsive to their administrative needs. Typically service evaluation occurs on the basis of the student’s perception which is measured by means of the questionnaire administration. In such types of service is fundamental the “interaction” between the user (i.e. the student) and the service provider [24]. The service is interactive because of the student asks for information, certificates, and suggestions and the service provider may or not satisfy the requests.