Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods

Hayes, Bob E.

ISBN 10: 0873897439 / ISBN 13: 9780873897433

Published by Asq Pr, 2008

About this Item

This book is in good condition with very minimal damage. Pages may have minimal notes or highlighting. Cover image on the book may vary from photo. Ships out quickly in a secure plastic mailer.

Seller Inventory # RDV.0873897439.G

Bibliographic Details

• Title: Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods
• Publisher: Asq Pr
• Publication Date: 2008
• Language: English
• ISBN 10: 0873897439
• ISBN 13: 9780873897433
• Binding: Hardcover
• Edition: 3rd Edition
• Condition: good

About this title

Synopsis

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. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. 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 aspec

About the Author

Bob E. Hayes is the president and founder of Business Over Broadway (B.O.B.), providing consultation and direction to help companies maximize the value of their survey programs.