Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, 2nd Edition

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

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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.

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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

Introduction to Appendices
Bibliography
Index