Title: Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, 2nd Edition Author: Bob E. Hayes ISBN: 087389362X / 9780873893626 Format: Hard Cover Pages: 278 Publisher: ASQ Year: 1997 Availability: Out of Stock
Description
Contents
Now in its second edition, this best seller presents detailed information about how to construct, evaluate, and use questionnaires. New to this second edition is a chapter that includes two different methods of sampling and determining an appropriate sample size for reliable results. The author has updated the chapter on reliability and validity to cover more information about other forms of reliability. Also added is a chapter devoted to presenting examples on real customer satisfaction measures and how they can be used.
Other topics include guidelines for developing questionnaires, scale development, the concept of quality, frequencies, sampling error, and two methods of determining important service or product characteristics as perceived by the customer.
Preface
Chapter 1. : Introduction Chapter 2. : Determining Customer Requirements Chapter 3. : Reliability and Validity Chapter 4. : Customer Satisfaction Questionnaire Construction: Item Generation, Response Format, and Item Selection Chapter 5. : Sampling Methods Chapter 6. : Using Customer Satisfaction Questionnaires Chapter 7. : Examples of Customer Satisfaction Questionnaires