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Home > Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods

Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods


Book Informaton

Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods

Author

Bob E. Hayes

Year of Publication

2008

Publisher

ASQ Quality Press

City of Publication

Milwaukee, Wis

Language

en

ISBN

9780873897433, 0873897439

ARI Id

1672691465218


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Showing 1 to 20 of 65 entries
Chapters/HeadingsAuthor(s)PagesInfo
Content: Introduction: Model of customer satisfaction questionnaire
Development and use
Determining customer requirements: Quality dimension development
Critical incident approach
Generating critical incidents
Quality of the categorization process
Comprehensiveness of the customer requirements
Banking industry
Automobile industry
Statistical support
Reliability and validity: The meaning of customer perception and attitude
Reliability
Sources of error and reliability estimates
Types of error and reliability estimates
Benefits of scales with high reliability
Factors affecting reliability
The need for multiple items in measurement
Validity
Customer satisfaction questionnaire construction: item generation, response format, and item selection: Determining questions or items
Characteristics of good items
Chapters/HeadingsAuthor(s)PagesInfo
Showing 1 to 20 of 65 entries