Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods / Edition 2by 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
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.
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!
- ASQ Quality Press
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- 6.23(w) x 9.32(h) x 1.00(d)
Table of Contents
|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|
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