Measuring Customer Satisfaction: Development and Use of Questionnaires - Softcover

Hayes, Bob E.

 
9780873891318: Measuring Customer Satisfaction: Development and Use of Questionnaires
Softcover
ISBN 10: 0873891317 ISBN 13: 9780873891318
Verlag: Brown (William C.) Co ,U.S., 1992

Inhaltsangabe

The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires.
By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more . . . .
The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires.

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Verlag
Brown (William C.) Co ,U.S.
Erscheinungsdatum
1992
Sprache
Englisch
ISBN 10 
0873891317
ISBN 13 
9780873891318
Einband
Taschenbuch
Anzahl der Seiten
165
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Verantwortliche Person
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