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Measuring customer satisfaction and loyalty : 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." "Readers will gain a sound grasp of the scientific methodology used to construct and use questionnai...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Milwaukee, Wisconsin :
ASQ Quality Press,
2008.
|
| Edición: | Third edition. |
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 100 | 1 | |a Hayes, Bob E., |d 1963- |e author. |1 https://id.oclc.org/worldcat/entity/E39PCjFQHkPXQ3Pq3Rk89KBK8d | |
| 245 | 1 | 0 | |a Measuring customer satisfaction and loyalty : |b survey design, use, and statistical analysis methods / |c Bob E. Hayes. |
| 250 | |a Third edition. | ||
| 264 | 1 | |a Milwaukee, Wisconsin : |b ASQ Quality Press, |c 2008. | |
| 300 | |a 1 online resource (311 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 504 | |a Includes bibliographical references (pages 275-280) and index. | ||
| 588 | 0 | |a Print version record. | |
| 505 | 0 | |a Introduction : Model of customer satisfaction questionnaire ; Development and use -- Determining customer requirements : Quality dimension development ; Critical incident approach ; Generating critical incidents ; Quality of the categorization process ; Comprehensiveness of the customer requirements ; Banking industry ; Automobile industry ; Statistical support -- Reliability and validity : The meaning of customer perception and attitude ; Reliability ; Sources of error and reliability estimates ; Types of error and reliability estimates ; Benefits of scales with high reliability ; Factors affecting reliability ; The need for multiple items in measurement ; Validity -- Customer satisfaction questionnaire construction: item generation, response format, and item selection : Determining questions or items ; Characteristics of good items ; Response formats ; Introductions to customer satisfaction questionnaires ; Item selection ; Summary of item selection ; Web-based customer surveys ; Customer loyalty measurement ; Measurement of customer loyalty ; Customer surveys and customer loyalty -- Sampling methods : Statistical sampling ; Types of sampling ; Sample size and sampling error ; Random selection procedures ; Response rates -- Customer loyalty 2.0: beyond the ultimate question : NPS methodology ; NPS claims ; Measurement and meaning of customer loyalty -- Using customer satisfaction questionnaires : Examples of customer satisfaction questionnaires ; Uses of customer satisfaction questionnaires ; Summary indices ; Identify important customer requirements ; Control charts ; Control charts for attribute data ; Control charts for variable data ; Organizational comparisons ; Determine effectiveness of intervention programs ; Additional questions ; Customer loyalty management ; Loyalty driver analysis ; Summary of micro vs. macro approach ; Making improvements and root cause analysis -- Examples of customer satisfaction questionnaires : Dental patient satisfaction ; Reader survey ; Coffee shop -- [Appendices] : a. Critical incidents interview forms -- B. Satisfaction items and customer requirement forms -- C. Measurement scales -- D. Frequencies, percentages, probabilities, histograms, and distributions -- E. Descriptive statistics -- F. Statistics, parameters, and sampling distributions -- G. Decision making and hypothesis testing -- H. T-tests -- I. Analysis of variance -- J. Regression analysis -- K. Factor analysis -- L. Table of random numbers. | |
| 520 | 1 | |a "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." "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."--Jacket. | |
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a Consumer satisfaction |x Statistical methods. | |
| 650 | 0 | |a Questionnaires. | |
| 650 | 2 | |a Surveys and Questionnaires. | |
| 650 | 6 | |a Consommateurs |x Satisfaction |x Méthodes statistiques. | |
| 650 | 6 | |a Questionnaires. | |
| 650 | 7 | |a questionnaires. |2 aat | |
| 650 | 7 | |a Consumer satisfaction |x Statistical methods |2 fast | |
| 650 | 7 | |a Questionnaires |2 fast | |
| 650 | 7 | |a Verbraucherzufriedenheit |2 gnd | |
| 650 | 7 | |a Kundenzufriedenheit |x Statistik. |2 idsbb | |
| 650 | 7 | |a Konsumentenverhalten. |2 idszbz | |
| 650 | 7 | |a Statistik. |2 idszbz | |
| 650 | 7 | |a Fragebogen. |2 idszbz | |
| 650 | 7 | |a Kundenmanagement. |2 idszbz | |
| 650 | 7 | |a Befragung. |2 idszbz | |
| 650 | 7 | |a Messung. |2 idszbz | |
| 650 | 7 | |a Konsument. |2 idszbz | |
| 650 | 7 | |a Zufriedenheit. |2 idszbz | |
| 650 | 7 | |a Konsumentforskning. |2 sao | |
| 650 | 7 | |a Enkätteknik. |2 sao | |
| 650 | 0 | 7 | |a Umfrage |x Methode. |2 swd |
| 655 | 7 | |a questionnaires. |2 aat | |
| 655 | 7 | |a Questionnaires |2 fast | |
| 655 | 7 | |a Questionnaires. |2 lcgft | |
| 655 | 7 | |a Questionnaires. |2 rvmgf | |
| 776 | 0 | 8 | |i Print version: |a Hayes, Bob E., 1963- |t Measuring customer satisfaction and loyalty. |b Third edition. |d Milwaukee, Wisconsin : ASQ Quality Press, 2008 |z 9780873897433 |w (DLC) 10929568 |w (OCoLC)227573879 |
| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=3002609 |z Texto completo |
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