Measuring Customer Satisfaction: Development and Use of Questionnaires - Tapa dura

Hayes, Bob-E

 
9780873893626: Measuring Customer Satisfaction: Development and Use of Questionnaires
Tapa dura
ISBN 10: 087389362X ISBN 13: 9780873893626
Editorial: Asqc Quality Press, 1998

Sinopsis

This second edition of the text provides detailed information on how to construct, evaluate and use questionnaires for measuring customer satisfaction levels.

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Reseña del editor

This second edition provides detailed information about how to construct, evaluate, and use questionnaires. New to this edition is a chapter on sampling methods, which includes different methods of sampling as well as how to determine an appropriate sample size for reliable results. The author has updated the chapter on reliability and validity to provide more information about other forms of reliability. He also includes a chapter devoted to presenting examples on real customer satisfaction measures and how they can be used. These additions help make this new edition a valuable resource for anyone involved with measuring customer satisfaction. Other topics covered are guidelines for developing questionnaires, the concept of quality, methods to increase response rates, sampling error, and two methods of determining important service or product characteristics as perceived by the customer.

"Sobre este título" puede pertenecer a otra edición de este libro.

Editorial
Asqc Quality Press
Año de publicación
1998
Idioma
Inglés
ISBN 10 
087389362X
ISBN 13 
9780873893626
Encuadernación
Tapa dura
Número de páginas
285
Contacto del fabricante
no disponible
Persona responsable
no disponible