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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.
Understand the scientific methodology used to construct questionnaires utilizing the author's systematic approach. Pinpoint and focus on the most relevant topics using the author's concise format of the concepts relating to measuring customer satisfaction.
Study both the qualitative and quantitative aspects of questionnaire design and evaluation. Important scientific principles are presented in simple, understandable terms. A great resource for the Certified Quality Manager's exam!
Unless companies have the tools to accurately measure customer perceptions, their improvement programs may be based on data that is speculative, irrelevant, or downright misleading. Hayes reduces this risk by providing time-tested methods for collecting information and using it to make better business decisions. This strategic guide helps companies identify customer expectations and develop questions that measure how well they are met and evaluate the reliability and validity of any questionnaire to ensure that it generates accurate and relevant data.
|2||Determining Customer Requirements||6|
|3||Assessing Your Customers' Perceptions and Attitudes: Issues of Reliability and Validity||29|
|4||Customer Satisfaction Questionnaire Construction: Item Generation, Response Format, and Item Selection||50|
|5||Using Customer Satisfaction Questionnaires||70|
|Appendix A: Critical Incidents Interview Forms||106|
|Appendix B: Satisfaction Items and Customer Requirement Forms||107|
|Appendix C: Measurement Scales||109|
|Appendix D: Frequencies, Percentages, Probabilities, Histograms, and Distributions||113|
|Appendix E: Descriptive Statistics||120|
|Appendix F: Statistics, Parameters, and Sampling Distributions||125|
|Appendix G: Decision Making and Hypothesis Testing||130|
|Appendix H: T-Tests||136|
|Appendix I: Analysis of Variance||140|
|Appendix J: Regression Analysis||145|
|Appendix K: Factor Analysis||151|