Measuring Customer Satisfaction: Development and Use of Questionnaires

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9780873891318: Measuring Customer Satisfaction: Development and Use of Questionnaires
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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.

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Other Popular Editions of the Same Title

9780873893626: Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition

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ISBN 10:  087389362X ISBN 13:  9780873893626
Publisher: ASQ Quality Press, 1997
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Hayes, Bob E.
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Hayes, Bob E.
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Bob E. Hayes
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