Measuring customer satisfaction : survey design, use and statistical analysis methods / Bob E. Hayes.
Tipo de material: TextoDetalles de publicación: Milwaukee, Wis. : ASQC Quality Press , c1998Edición: 2nd edDescripción: xviii, 278 p. : ilISBN:- 087389362X
- 658.812
Tipo de ítem | Biblioteca actual | Signatura topográfica | URL | Estado | Fecha de vencimiento | Código de barras | |
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Libro | Biblioteca Manuel Belgrano | 658.812 H 56202 (Navegar estantería(Abre debajo)) | Disponible | 56202 | |||
Libro | Biblioteca Manuel Belgrano | 658.812 H 45929 (Navegar estantería(Abre debajo)) | Enlace al recurso | Disponible | 45929 |
Bibliografía: p. 261-266.
Introduction -- Determining customer requirement -- reliability and validity -- customer satisfaction questionnaires construction - item, generation, response format, and item selection -- sampling methods -- using customer satisfaction questionnaires -- examples of customer satisfaction questionnaires.
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.
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