Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods / Edition 2 available in Hardcover
- Pub. Date:
- ASQ Quality Press
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!
|Publisher:||ASQ Quality Press|
|Product dimensions:||6.23(w) x 9.32(h) x 1.00(d)|
Table of ContentsIntroduction.
Determining Customer Requirements.
Reliability and Validity.
Customer Satisfaction Questionnaire Construction: Item Generation, Response Format, and Item Selection.
Using Customer Satisfaction Questionnaires.
Examples of Customer Satisfaction Questionnaires.