MARC record from Internet Archive

LEADER: 04643cam a2200709 a 4500
001 ocm36647782
003 OCoLC
005 20191109073552.5
008 970321s1998 wiua b 001 0 eng
010 $a 97003240
040 $aDLC$beng$cDLC$dLVB$dOCLCQ$dBTCTA$dYDXCP$dOCLCG$dZWZ$dDEBBG$dOCL$dTULIB$dOCLCF$dOCLCO$dOCLCQ$dZ5A$dOCLCQ$dCTB$dOCLCO$dGZM$dOCLCA$dBGU$dOCLCO$dCSO$dOCLCO$dOCLCQ$dOCLCO$dOCLCA$dOCL$dOCLCO$dBUF$dOCLCO
019 $a39219125$a775980612
020 $a087389362X$q(alk. paper)
020 $a9780873893626$q(alk. paper)
029 1 $aAU@$b000013156483
029 1 $aDEBBG$bBV012269943
029 1 $aHEBIS$b101129041
029 1 $aNLGGC$b274757044
029 1 $aNZ1$b12457071
029 1 $aUNITY$b064054020
029 1 $aYDXCP$b1289898
029 1 $aZWZ$b046516611
035 $a(OCoLC)36647782$z(OCoLC)39219125$z(OCoLC)775980612
050 00 $aHF5415.335$b.H39 1997
082 00 $a658.8/12$221
084 $aQW 300$2rvk
049 $aMAIN
100 1 $aHayes, Bob E.,$d1963-
245 10 $aMeasuring customer satisfaction :$bsurvey design, use, and statistical analysis methods /$cBob E. Hayes.
250 $a2nd ed.
260 $aMilwaukee, Wis. :$bASQC Quality Press,$c©1998.
300 $axviii, 278 pages :$billustrations ;$c24 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references (pages 261-266) and index.
505 00 $tPreface --$g1.$tIntroduction --$g2.$tDetermining Customer Requirements --$g3.$tAssessing Your Customers' Perceptions and Attitudes: Issues of Reliability and Validity --$g4.$tCustomer Satisfaction Questionnaire Construction: Item Generation, Response Format, and Item Selection --$g5.$tUsing Customer Satisfaction Questionnaires --$tAppendix A: Critical Incidents Interview Forms --$tAppendix B: Satisfaction Items and Customer Requirement Forms --$tAppendix C: Measurement Scales --$tAppendix D: Frequencies, Percentages, Probabilities, Histograms, and Distributions --$tAppendix E: Descriptive Statistics --$tAppendix F: Statistics, Parameters, and Sampling Distributions --$tAppendix G: Decision Making and Hypothesis Testing --$tAppendix H: T-Tests --$tAppendix I: Analysis of Variance --$tAppendix J: Regression Analysis --$tAppendix K: Factor Analysis --$tBibliography --$tIndex.
520 1 $a"This second edition provides detailed information about how to construct, evaluate, and use questionnaires. New to this edition is a chapter on sampling methods, which includes different methods of sampling as well as how to determine an appropriate sample size for reliable results. The author has updated the chapter on reliability and validity to provide more information about other forms of reliability. He also includes a chapter devoted to presenting examples on real customer satisfaction measures and how they can be used." "These additions help make this new edition a valuable resource for anyone involved with measuring customer satisfaction. Other topics covered are guidelines for developing questionnaires, the concept of quality, methods to increase response rates, sampling error, and two methods of determining important service or product characteristics as perceived by the customer."--Jacket.
590 $bInternet Archive - 2
590 $bInternet Archive 2
650 0 $aConsumer satisfaction$xStatistical methods.
650 0 $aQuestionnaires.
650 6 $aConsommateurs$xSatisfaction$xMéthodes statistiques.
650 6 $aQuestionnaires.
650 7 $aConsumer satisfaction$xStatistical methods.$2fast$0(OCoLC)fst00876409
650 7 $aQuestionnaires.$2fast$0(OCoLC)fst01085691
650 7 $aMessung$2gnd
650 7 $aUmfrage$2gnd
650 7 $aVerbraucherzufriedenheit$2gnd
650 7 $aConsommateurs$xSatisfaction$xMéthodes statistiques.$2ram
650 7 $aQuestionnaires.$2ram
650 07 $aMessung.$2swd
650 07 $aUmfrage.$2swd
650 07 $aVerbraucherzufriedenheit.$2swd
655 7 $aQuestionnaires.$2fast$0(OCoLC)fst02003535
655 7 $aQuestionnaires.$2lcgft
856 41 $3Table of contents$uhttp://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=008315957&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
856 41 $3Table of contents$uhttp://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008315957&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
938 $aBaker and Taylor$bBTCP$n97003240
938 $aYBP Library Services$bYANK$n1289898
994 $a92$bERR
976 $a31927000659075