Securing Objectivity of Qualitative Assessment Results using Ordered Probit Model

Abstract

In the service sectors, the qualitative evaluation method in the form of a survey is widely used as a major assessment tool to evaluate the quality of service. However, the results obtained from a survey can involve the subjective judgment of the respondent. In this study, we propose a method to secure objectivity by excluding subjectivity that may be included in the qualitative evaluation results. In particular, we deal with a situation where the same type of qualitative evaluation tool is used repeatedly by several service providers. To this end, by utilizing both the Ordered Probit model and third-party evaluation results, we determine whether subjectivity is involved in the results. After correcting subjectivity, the final results are obtained through statistical analysis. The application analyzed in this study is the medical service area. With the actual evaluation results supplied by the service providers, we explain how objectivity can be secured from the assessment data by applying our proposed approach.