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

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

by Bob E. Hayes
     
 

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… See more details below

Overview

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.

Benefits:

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!

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Product Details

ISBN-13:
9780873893626
Publisher:
ASQ Quality Press
Publication date:
12/15/1996
Edition description:
2ND
Pages:
278
Product dimensions:
6.23(w) x 9.32(h) x 1.00(d)

Table of Contents

Preface
1Introduction1
2Determining Customer Requirements6
3Assessing Your Customers' Perceptions and Attitudes: Issues of Reliability and Validity29
4Customer Satisfaction Questionnaire Construction: Item Generation, Response Format, and Item Selection50
5Using Customer Satisfaction Questionnaires70
Appendix A: Critical Incidents Interview Forms106
Appendix B: Satisfaction Items and Customer Requirement Forms107
Appendix C: Measurement Scales109
Appendix D: Frequencies, Percentages, Probabilities, Histograms, and Distributions113
Appendix E: Descriptive Statistics120
Appendix F: Statistics, Parameters, and Sampling Distributions125
Appendix G: Decision Making and Hypothesis Testing130
Appendix H: T-Tests136
Appendix I: Analysis of Variance140
Appendix J: Regression Analysis145
Appendix K: Factor Analysis151
Bibliography157
Index160

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