Measuring customer satisfaction
survey design, use, and statistical analysis methods
by Bob E. Hayes
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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.
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Showing 3 featured editions. View all 3 editions?
| Edition | Availability |
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1
Measuring customer satisfaction: survey design, use, and statistical analysis methods
1998, ASQC Quality Press
in English
- 2nd ed.
087389362X 9780873893626
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2
Measuring Customer Satisfaction: Development and Use of Questionnaires
November 1997, ASQ Quality Press
Hardcover
in English
- 2 Sub edition
087389362X 9780873893626
|
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3
Measuring customer satisfaction: development and use of questionnaires
1992, ASQC Quality Press
in English
0873891317 9780873891318
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Book Details
Edition Notes
Includes bibliographical references (p. 261-266) and index.
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| July 13, 2024 | Edited by MARC Bot | import existing book |
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