Titel: Measuring Customer Satisfaction : Development and Use of Questionnaires
Verlag: Quality Press
Erscheinungsjahr: 1992
Sprache: Englisch
ISBN-10: 0873891317
ISBN-13: 9780873891318
Einband: Softcover
Zustand: Very Good
Gewicht: 0,62�Pfund

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Inhaltsangabe

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.

Rese�a del editor

Unless companies have the tools to accurately measure customer perceptions, their improvement programs may be based on data that is speculative, irrelevant, or downright misleading. Hayes reduces this risk by providing time-tested methods for collecting information and using it to make better business decisions. This strategic guide helps companies identify customer expectations and develop questions that measure how well they are met and evaluate the reliability and validity of any questionnaire to ensure that it generates accurate and relevant data.

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