Measuring Customer Satisfaction: Development and Use of Questionnaires

Hayes, Bob E.

ISBN 10: 0873891317 / ISBN 13: 9780873891318

Verlag: Irwin Professional Pub, 1992

Very Good condition. A copy that may have a few cosmetic defects. May also contain light spine creasing or a few markings such as an owner's name, short gifter's inscription or light stamp. Bundled media such as CDs, DVDs, floppy disks or access codes may not be included. Bestandsnummer des Verkäufers G16J-01167

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.

Bibliografische Details

Titel: Measuring Customer Satisfaction: Development...
Verlag: Irwin Professional Pub
Erscheinungsdatum: 1992
Einband: Softcover
Zustand: Very Good