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

ISBN-10: 0873897439

ISBN-13: 9780873897433

Edition: 3rd 2008

Authors: Bob E. Hayes

List price: $55.00
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"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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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: 1.694
Language: English

List of Figures and Tables
Introductionp. 1
Determining Customer Requirementsp. 11
Reliability and Validityp. 33
Customer Satisfaction Questionnaire Construction: Item Generation, Response Format, and Item Selectionp. 57
Sampling Methodsp. 83
Customer Loyalty 2.0: Beyond the Ultimate Questionp. 103
Using Customer Satisfaction Questionnairesp. 125
Examples of Customer Satisfaction Questionnairesp. 169
Critical Incidents Interview Formsp. 201
Satisfaction Items and Customer Requirement Formsp. 203
Measurement Scalesp. 205
Frequencies, Percentages, Probabilities, Histograms, and Distributionsp. 211
Descriptive Statisticsp. 221
Statistics, Parameters, and Sampling Distributionsp. 227
Decision Making and Hypothesis Testingp. 233
T-Testsp. 241
Analysis of Variancep. 247
Regression Analysisp. 255
Factor Analysisp. 265
Table of Random Numbersp. 273
Bibliographyp. 275
Indexp. 281
Table of Contents provided by Blackwell. All Rights Reserved.
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