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

Name: Measuring Customer Satisfaction and Loyalty : Survey Design, Use, and Statistical Analysis Methods
Price: 5.11 USD
Availability: InStock
ISBN: 9780873897433

ISBN-10: 0873897439

ISBN-13: 9780873897433

Edition: 3rd 2008

Authors: Bob E. Hayes

List price: $55.00

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Description:

"The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty." "Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms."--BOOK JACKET.

Book details

List price: $55.00
Edition: 3rd
Copyright year: 2008
Publisher: ASQ Quality Press
Binding: Hardcover
Size: 6.25" wide x 9.25" long x 1.00" tall
Weight: 1.386
Language: English

List of Figures and Tables
Introduction	p. 1
Determining Customer Requirements	p. 11
Reliability and Validity	p. 33
Customer Satisfaction Questionnaire Construction: Item Generation, Response Format, and Item Selection	p. 57
Sampling Methods	p. 83
Customer Loyalty 2.0: Beyond the Ultimate Question	p. 103
Using Customer Satisfaction Questionnaires	p. 125
Examples of Customer Satisfaction Questionnaires	p. 169
Critical Incidents Interview Forms	p. 201
Satisfaction Items and Customer Requirement Forms	p. 203
Measurement Scales	p. 205
Frequencies, Percentages, Probabilities, Histograms, and Distributions	p. 211
Descriptive Statistics	p. 221
Statistics, Parameters, and Sampling Distributions	p. 227
Decision Making and Hypothesis Testing	p. 233
T-Tests	p. 241
Analysis of Variance	p. 247
Regression Analysis	p. 255
Factor Analysis	p. 265
Table of Random Numbers	p. 273
Bibliography	p. 275
Index	p. 281
Table of Contents provided by Blackwell. All Rights Reserved.