Author: Bob E. Hayes
Edition: 3
Publisher: ASQ Quality Press
Binding: Hardcover
ISBN: 0873897439
Price:
You Save: 40%
Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods
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.Measuring Customer Satisfaction and Loyalty, Third Edition review. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. 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 termsRead full reviews of Measuring Customer Satisfaction And Loyalty: Survey Design, Use, And....
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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. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; f
Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods, ISBN-13: 9780873897433, ISBN-10: 0873897439
Handbook of Customer Satisfaction And Loyalty Measurement , ISBN-13: 9780566087448, ISBN-10: 0566087448
Measuring Customer Satisfaction and Loyalty, Third Edition Reviews
Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. 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.
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