The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty.Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management.
List of Figures & Tables
Preface
Chapter 1 : Introduction
Chapter 2 : Determining Customer Requirements
Chapter 3 : Reliability and Validity
Chapter 4 : Customer Satisfaction Questionnaire Construction
Chapter 5 : Sampling Methods
Chapter 6 : Customer Loyalty 2.0:Beyond the Ultimate Question
Chapter 7 : Using Customer Satisfaction Questionnaires
Chapter 8 : Examples of Customer Satisfaction Questionnaire
Appendix
Index
