Can I read Measuring Customer Satisfaction : Development and Use of Questionnaires on EtoBox?

Measuring Customer Satisfaction : Development and Use of Questionnaires by Hayes, Bob E., 1963- is a book available to read on EtoBox.

What is Measuring Customer Satisfaction : Development and Use of Questionnaires about?

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.--jacket. 1. Introduction -- 2. Determining Customer Requirements -- 3. Assessing Your Customers' Perceptions And Attitudes: Issues Of Reliability And Validity -- 4. Customer Satisfaction Questionnaire Construction: Item Generation, Response Format, And Item Selection -- 5. Using Customer Satisfaction Questionnaires -- Appendix A: Critical Incidents Interview Forms -- Appendix B: Satisfaction Items And Customer Requirement Forms

Author

Hayes, Bob E., 1963-

Publisher

Milwaukee, Wis.: ASQC Quality Press

Published

1992

Language

EN

ISBN

9780873891318

Subjects

Management, Business