The Defect of Latent Variable Measurement by Using True Score Model and Reliability Improvement ——Taking Customer Satisfaction Measurement as an Example
JIA Xinming
Zhejiang International Studies University, Hangzhou, China
Abstract：Compared to psychological measurement considering individual difference, customer satisfaction measurement reflects the common evaluation of a product or service. Because customer’s evaluation will be affected by some common stable psychological characteristics (such as urban-rural differences),using the current measurement of customer satisfaction measurement model will reduce the validity of the measurement. By decomposing random error, the true score model can improve the validity. Therefore, this study gives a detailed operating procedures of using true score model, and through empirical research, the corrected true score model can also be applied to corporate reputation, team security assessment and other latent variables.
贾新明. 真分数模型用于潜变量测评的弊端和效度改进的建议——以顾客满意度测量为例[J]. J4, 2015, 12(11): 1665-.
JIA Xinming. The Defect of Latent Variable Measurement by Using True Score Model and Reliability Improvement ——Taking Customer Satisfaction Measurement as an Example. J4, 2015, 12(11): 1665-.
2015, Vol. 12 
