L'uso dei modelli di Rasch nei modelli multilivello per la valutazione di un servizio

: Frequently, in social and political contest, an important problem is the assessment of public sector activities (typically education, health, social services) to compare institutions or subjects. To evaluate services quality, one way is to consider the ''appreciation'' i.e. the perceived quality of users of the services. This is usually performed by collecting responses given from users to several items of a questionnaire. Rasch model, introduced originally in psychometric, can be used to analyse users’ responses and enables to associate a measure of “quality” to each items and a measure of “satisfaction” to each users. The aim of this paper is to introduce users’ measures obtained by Rasch model into a multilevel analysis, to study relations between users satisfaction and other variables included in a hierarchical structure. An application to student satisfaction in university courses is then proposed.