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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.
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Received: 17 April 2015
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2015, Vol. 12 
