Measuring Customer Satisfaction and Loyalty : Survey Design, Use, and Statistical Analysis Methods
Edition: 3rd 2008
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.
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All the information you need in one place! Each Study Brief is a summary of one specific subject; facts, figures, and explanations to help you learn faster.
List price: $55.00
Copyright year: 2008
Publisher: ASQ Quality Press
Size: 6.25" wide x 9.25" long x 1.00" tall
|List of Figures and Tables|
|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|
|Analysis of Variance||p. 247|
|Regression Analysis||p. 255|
|Factor Analysis||p. 265|
|Table of Random Numbers||p. 273|
|Table of Contents provided by Blackwell. All Rights Reserved.|