engleski

Assessing the reliability of percentage above cut scores in monitoring tourist satisfaction levels

Statistical reporting practices commonly include percentage above cut (PAC) scores. An important issue in using PAC score is the choice of appropriate threshold that separates achievement categories. This is an arbitrary decision that could affect study outcomes, thus calling for measures to assess its reliability. This paper uses the receiver operating characteristic (ROC) method to select optimal threshold for separating tourist satisfaction from dissatisfaction in valuing performance of destination attributes in Croatian coastal counties, and to assess its reliability. The results indicate that optimal PAC threshold applied on the share of ratings of 4 and 5 on the 5-point satisfaction scale should be placed at 75%, instead of 60% that has been used in the official survey reports. The results also support the decision to lengthen the scale in 2014 survey, as the 7-point scale better discriminates between satisfaction levels.

percentage above cut (PAC) score ; receiver operating characteristic (ROC) analysis ; tourist satisfaction

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