Measuring Customer Satisfaction: Development and Use of Questionnaires
Language: English
Published by Irwin Professional Pub, 1992
- Softcover
- New
Seller: BennettBooksLtd, Los Angeles, CA, U.S.A.BennettBooksLtd
AbeBooks seller since April 17, 2008
Condition: New
US$ 77.77
Quantity: 1 available
Add to basketItem description from seller
Seller Inventory # Q-0873891317
- Title
- Measuring Customer Satisfaction: Development and Use of Questionnaires
- Author
- Hayes, Bob E.
- Publisher
- Irwin Professional Pub
- Publication year
- 1992
- Condition
- New
- Binding
- paperback
- Language
- English
- ISBN 10
- 0873891317
- ISBN 13
- 9780873891318
- Item weight
- 10 ounces
- Dimensions
- 6x0x9
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.
"Synopsis" may belong to another edition of this title.
BennettBooksLtd
Los Angeles, CA, U.S.A.
AbeBooks seller since April 17, 2008
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BennettBooksLtd
CA, U.S.A.
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