Measuring Customer Satisfaction: Development and Use of Questionnaires

Bob E. Hayes

ISBN 10: 0873891317 ISBN 13: 9780873891318

Editorial: Irwin Professional Pub January 1992, 1992

Idioma: Ingl�s

Condici�n: Usado - Bueno Encuadernaci�n de tapa blanda

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Descripci�n

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Detalles bibliogr�ficos

T�tulo

Measuring Customer Satisfaction: Development and Use of Questionnaires

Editor

Irwin Professional Pub January 1992

Fecha de publicaci�n

1992

Idioma

Ingl�s

ISBN 10

0873891317

ISBN 13

9780873891318

Encuadernaci�n

Trade Paperback

Estado

Very Good

Cat�logos de vendedores

Business Soft Cover

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Sinopsis

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.

Rese�a del editor

Unless companies have the tools to accurately measure customer perceptions, their improvement programs may be based on data that is speculative, irrelevant, or downright misleading. Hayes reduces this risk by providing time-tested methods for collecting information and using it to make better business decisions. This strategic guide helps companies identify customer expectations and develop questions that measure how well they are met and evaluate the reliability and validity of any questionnaire to ensure that it generates accurate and relevant data.

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