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

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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!

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.

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Editorial Reviews

Booknews
Provides detailed information on how to construct, evaluate, and use questionnaires, explaining both qualitative and quantitative aspects and scientific principles in simple terms. Contains chapters on developing customer requirements, questionnaire construction, and using questionnaires in software quality, the facilities department, banking, the automobile industry, and the statistical support department. Includes a chapter of example questionnaires and appendices on statistics concepts. New to this second edition are chapters on sampling methods and presenting examples on real customer satisfaction measures. Annotation c. by Book News, Inc., Portland, Or.
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Product Details

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

Table of Contents

Preface
1 Introduction 1
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
Bibliography 157
Index 160
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