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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.
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| Edición: | Third edition. |
| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- 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.