Measuring Customer Satisfaction: Development and Use of Questionnaires
Language: English
Published by Irwin Professional Pub January 1992, 1992
- Softcover
- Used
Seller: Colorado's Used Book Store, Englewood, CO, U.S.A.Colorado's Used Book Store
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- Title
- Measuring Customer Satisfaction: Development and Use of Questionnaires
- Author
- Bob E. Hayes
- Publisher
- Irwin Professional Pub January 1992
- Publication year
- 1992
- Condition
- Very Good
- Binding
- Trade Paperback
- Language
- English
- ISBN 10
- 0873891317
- ISBN 13
- 9780873891318
- Seller catalogs
- Business Soft Cover
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.
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