This paper presents a model for assessing the satisfaction of bank customers using the Item Response Theory (IRT). Organizations are constantly making effort to satisfy customers seeking to remain competitive. Several studies have reported on the relationship between perceived quality, satisfaction, and loyalty. The assessment of satisfaction can be accomplished through the perceived quality, and the development of assessment tools should address specific features of the activity in question. Based on articles that assess the satisfaction of bank customers, this study proposes an assessment tool consisting of 29 items. The items were applied to 240 clients to assess their satisfaction with the bank with which they maintain a closer relationship. Using Item Response Theory (IRT), parameters of the items and the information curve of the tool proposed were identified. The analysis of the degree of discrimination of the items indicated that they all are appropriate. The information curve obtained showed the range in which the tool proposed produces the best estimates of satisfaction levels. The study revealed the average satisfaction level of the sample and the concentration of customers in different levels of satisfaction in the scale used.
Customer satisfaction; Banks; Item Response Theory
